Standard Bank collection

I really don't understand how you guys operate, we sent all the documents requested by Nwabisa and the documents were never sent to the bank. I mean Nwabisa know how me and my ex husband we are not in contact nor speaking terms since we are going through a divorce. on the same day we send all documents and she never replied to my email nor acknowledges the receipt. I emailed her my new contact details and she still said nothing until I phoned her to ask the status a month later she tell me the mater is no longer with GAP. the bank is requesting that she forward the documents and still she did not respond how does she operate?