Standard Bank Homeloan division loosing title deeds

My sister sold her property in Cape Town. Standard Bank homeloans department manage to loose the title deeds. It took them 3 months to provide feedback about the missing title deeds, now that the sales needs to be finalized and the documents needs to be lodged. How is it possible that documents can be lost? And to make it worse, she has to wait another 3 weeks for the new title deeds, as the regulation states that ads need to be placed in news papers etc etc etc. Due to someone else being negligent she has to wait longer and nobody seems to find that unacceptable.