What happens when SGC loses a card?

[UKCardGuy]

So I sent 10 cards to SGC for grading. They arrived at SGC on Jan 11th and I have an email from Brent Martin confirming this. It wasn't processed until Tuesday Jan 16th when I received an email from SGC saying that they don't have the key card from my submission.

I replied that I definitely sent them that card. I asked them to double check my package and to send me photos of the box as it arrived to SGC and photos of the cards as the package was opened.

I received a reply from Brent Martin confirming that the issue has been escalated and they'd be back to me after they obtain footage of the unboxing. That was 2 days ago and I haven't heard anything since and Brent hasn't replied to my requests for an update.

Anybody have something similar happen? What's the process here? Anyone have a phone number for SGC?

I'm puzzled why it took them 5 days to process my cards on arrival. Should it take them 2 days to look at some video footage?

I was willing to give them some time to reply but I'm getting pretty frazzled now. Any tips would be gratefully received. Thanks.

Gary G01db3rg