old mutual staff needs training

I have a loan with old mutual and i app**** for a consolidation, however there was a misunderstanding between me and the consultant because he never consolidated my old loan and instead gave me another loan now im sitting with two instalments after i asked him if im only going to have one instalment and he said yes. i informed their head office that i cont afford to pay two instalments so the gave me the option to apply for a loan restructure and that i have to take my documents to the nearest branch asap which was in Adderley street..and that's what i did. i never got any feedback regarding this matter so i went to the branch again and they told me they never forwarded it and that they LOST MY DOCUMENTS!!..HOW IS THIS EVEN POSSIBLE. im furious because i've been phoning after these people for two months now and nothing is being done regarding this matter, i've been understanding up until this point and i honestly don't feel like paying this loans anymore just because of how they been treating me and i also feel like this was NOT even my fault to begin with but it seems like im the only one trying to solve this problem. This is so unprofessional