Bad service cant lose people's documents like that

We opened a stockvel acc in Oct 2018 and the acc has a funeral policy benefit where you add 50 people and pay then R15 now R20, we took the benefit & added 48 people but to our surprise last week we went to get a statement and we saw there was something not adding up when we saw how much they are debiting, I called them & I was told only 4 people are covered I asked what happened to our list no one knows, Melody from Stockvel said she will make a follow-up but she only called once Wednesday last week and said she cant find the lady who was opening the account, yesterday I went to Nedbank Brooklyn the branch we opened the acc and we were told Mpho who opened the acc works in town now, a simple question we asked was aren't they having a filing system that they can use to check our documents apparently they dont, Mpho was called she also doesn't have the documents, she claims she sent them to stckvel but we asking what she did with her copies no answer now they want us to sign another declaration without accounting on what happened we refused, Mpho said she will call me yesterday & never did until I sent her an email today and she calls giving me an options to sign another list and have 3 months waiting period and my question is why because we submitted in October, she promised to send an email to her superiors and copy me, I have not seen any correspondence, I am actually disappointed with Nedbank and the staff because I always thought Nedbank was a better bank, I even have my home loan with them I have been singing their praises, now there is no accountability what kind of a professional environment working with clients and papers doesn't have a filing system in place because now if they did they will be able to say here is the original application (they lost the whole original application) only debiting for the people we later added after opening the acc, now its a case of the stockvel saying we did not receive and the consultant saying I sent it, and we are the ones suffering I have to drive to the bank waste my airtime calling them because no one bothers to update us and why give us another waiting period because we gave them a list last year, Mpho is even telling me she cant go to Brooklyn( its a matter of 15 minutes or less, I know because I also work in town) to check our documents, meaning to her this is not important we either draft another list & have the waiting period or leave it, she doesn't understand its a matter of principle we are the clients who were wronged , if she cant go she must ask someone from the branch to get those documents, what did they do with our documents because those documents have our personal particulars and our ID copies they cant just lose them and expect us to just carry on, why they don't have any backup or keep safe our documents, this is negligence at its best and ignorance. If we did not go to the branch for a statement we would never have known this and also if we did not call and enquire about the deduction, imagine if something had happened to one of the people we covered we would go there and be told NO this person is not covered can you imagine it would be the worst day thinking you have covered someone only to find out people have lost the documents. this is frustrating and disturbing.