Bad service and lost personal information

I submitted an application via FNB app on 06 August and emailed my documents to them at 19:19 on 06 August. On 10 August at 12:31 Sesi Vilakazi emailed confirming receipt of my documents and asked for back of my ID. I sent that at 12:41. Then no progress was made and the FNB app kept saying waiting for docs. Roadprotect stopped replying to my emails for feedback so 17 August I demanded a refund so that I can do this myself. FNB refunded me but this morning Mary at Roadprotect e-mails me and says “the system refunded you as you never sent the documents. Please see attached guide as to required documents”. They are shifting the blame for their incompetence. Apart from their incompetence, there is obviously a case where my personal identifiable information that I entrusted to them has gone missing. POPIA is in force now and my PII should not have gone missing. Considering this company charges R199 for this “service” I was expecting a hassle-free service with no concerns about the safety of my personal information. Now I still have no license disc and some unauthorized person probably has my personal identifiable information. It’s better to do the license renewal yourself as this company can or do the job and do it safely.