Uti Infrastructure Technology & Services Limited [Utiitsl] — Pan card record not found

My mother had applied for a pan card several years back and she use it but as time passes the card got damaged so I request the pancard issuing agency UTI to reprint the mentioned pancard but the customer executive said that they don't have any such records regarding that particular pancard that means they have no no data about the issued pancard number. And they simply said that our didn't issued this pancard but the signatory remarks o[censored]ti is there on my mother's pan.