Non existent customer service

I have heard quite a few stories of lack of customer service and I have now experienced it twice for myself. I list my id book on a recent cruise and although I filled their stupid form in at least 4 times but they must do nothing about it as they never gave any feedback so you presume they haven’t found it. Not so it was actually in their office safe. When friends enquired onboard they had it so I can only presume they never bother following up on their lost property forms .As any South African will understand this has caused me terrible problems