After months of waiting appplication has been lost

In June 2015 I on behalf of my school went to Telkom to apply for an additional ADSL line for the computer lab, the manger at the Greenstone shop, asked us to leave the documents we had, such as the application form and identity copies etc there with her and fax through or email her one additional letter and she will ensure the application was processed. She gave us her email and the shop telephone number. The same day we emailed her the letter and months had passed. We tried to call the shop on countless accounts with no answer of the telephone. On the 28th of August I went back to the shop waited in a long queue only to get to the front counter and for the lady to tell me the documents I left there the previous time cannot be found and I must resubmit all documents and the manager who assisted me the last time is away on training. This lady too gave me a list of things I should scan and email to her and she will process it by that Sunday the latest. The same day we completed and faxed documents and up till now, we have heard absolutely nothing!!! Bad service delivery that brings our country down!!!