Impossible to get anything done

I phoned Standard bank homeloans on 19 October and was told my Access bond has been placed on hold because my Rica/Fica docs are outstanding. I have submitted these documents at Standard bank Blue Route Mall on 3 different occasions since 2012. I went back to the branch on 20 October and Prescilla faxed the documents to *** on 20 October 2015 at 12:11, Job no 14527. <br> Low and behold, today is the 27th and Khanyi at the customer centre tells me they received NOTHING, I have to send it again. <br> It is sooo painful to get anything done at Standard Bank. How is it possible that the bank keeps losing my documents? <br>