No communication

Good day a dispute was logged on behalf of client , documents were sent , today I called in to follow up and was advised that the dispute was closed due to insufficient documents . No communication was sent to inform me that there are no documents , I was advised that I need to re log the dispute . The agent advised that she will escalate the matter because the default will have to be reinstated . Kindly assist as this will be an inconvenience to my client .