This had happened to me too. After 1 year from the day my e cas status changed to in process, they asked for my spouse's bachelor's degree certificate and transcript of records, documents which I submitted to them more than a year earlier. They were part of the supporting documents which I submitted that was told to submit within 120 days. They checked it, found it complete, no missing documents at that time that was why they changed my e cas to "in process". And then 1 year after tha,t they told me that these documents are not found in my file. What can I do? Nothing, but to comply, so I sent to them my spouse's original TOR and bachelor's degree certificate + notarized photocopies of these. After 3 months i asked them to return the original copies which they did.
If they say they are not in the file, there is nothing we can do but to submit them again. This time send them original copies and notarized photocopies.
dear sorry to disrurb u ,i have become more worried to see such incompetency on the part of vo,i had recently sent my fresh ielts orig. TRF ,now this was sent because I was short of 2 points,now i managed to improve it but I dont know whether they would have put it in my file or not , just worried...