Not doing his/her job properly

I went to on the 22nd of Sept, the first person assisted me, submitted most of my stuff, then she told me that I still had one IRP5 short for the year 2006. I went home to look for it found it went back, then someone else assisted me with a very bad attitude, she took my documents submitted the return told me that its been sent for an audit and that she will scan the documents on to the system as my proof, at that time the scanner was apparently out of order. She advised me that she would upload the docs later, which was never done, I've called twice but still nothing was loaded. I've just started a new job now I can't leave the office to go and sit it the queue to query this. There is a refund due to me, which I need, but cannot get until this audit is done, however the audit cannot be done without these docs being uploaded, what should I do?