How can a charity be removed?

I assisted an old age home in 2008 to register as a recipient of the PnP waste foods from Wonderboom Junction store. Ms Beverley Pelser assisted me in 2008 to register and to start off everything went well. After about 3 months things turned for the old age home when they stopped receiving food because of reasons 1.The gates weren't opened for the charity to collect foods. 2.They were told they were too late to collect. 3.Other charities took all the food. When I enquired earlier this year with the old age home they told me that those were the problems they encountered. I then called that store and spoke to a lady called Caroline about the charities registered with that store to collect foods and she confirmed that the Lofdal Care Centre IS INDEED registered and told me that they were registered back in 2008 when the store opened. When I sent that lady an email to enquire she then told me that no such charity is registered and she cannot assist. How can a charity which was registered all of a sudden be taken off such a list? This lady now has no knowledge of such a charity? Firstly confirms that they are registered and then turns around and says no they aren't. Something is wrong.