Lost documents resulting in longer waiting period

I have app**** for a retirement annuity fund withdrawal on the 18 July,received an email saying all documents were received,next thing I hear nothing from Momentum regarding my withdrawal I decide to call back on the 26 July only to find out they cannot find my documents , they somehow lost them, what incompetency is this!!!!! plus I had to wait 15minutes each time for the phone to be answered because they are "experiencing high call volume" How can I even consider doing business with such a horrifying type of service!