shocking service again!!

2 weeks ago I made a complaint about the poor service delivery from VFS Global in Rivonia when applying for my Greek visa. Now upon collection there is poor service once again. I asked my Dearest mother to collect my passport for me as I was assured this process is seem less and speedy. My Mother arrived to be first in line (12:45pm ) and ushered in. She is still sitting waiting. The clerk took the documentation and has now somehow lost it and now made it my mother's problem!!! He has carried on helping all the clients behind her in line while she must wait. Why must she wait because you lost the documents? Totally ridiculous! This is unacceptable! How does one lose the documents you are meant to be processing?