Called and all info supp****, but get asked to start again after 3 days. Info went missing?

After a 30 min call with the ***** dep on Friday i was told to go to a police station and open up a case as all the details has been logged, accounts has been closed ect from the person who i paid the money to. I was told , just go get a case number and mail it to the ***** dept. Exactly wat i did. Now i get a mail from Evelyn Vermeulen asking for all that details again, plus a copy of the affidavit. If i knew that i would of asked at the police station. Do you know what a mission it is going to be now to get a copy out of SAPS, the investigation offer is now on training till next week Monday. This is really poor service. Please train your staff and not lie to private account holders. I've done what you asked, now i must do it again? Was this not logged onto the system when i called? I'm really getting fed up with these high service fees and getting almost zero assistance from Standardbank.