Documents not submitted.

There's a ***** account opened with my name at Rage. I obtained all required documents to send to ***** department for investigation. I was told that I can submit documents through any Rage store. I submitted them at Rage wonderpark on the 13th August. When I enquired a week after I was told that no documents were submitted. The store did not forward my documents to the ***** department. But the store told me that they submitted. Very disappointing.