Supplement card not delivered

I app**** for a supplementery card for my sister last yearin September. I wwent to query why I hadn't recieved it till today. To my surprise the head office says they never got my application. The lady who assisted me today told me that she's not promising anything because its most likely that I would be required to re apply. Now I must waste money for travelling because somebody didn't do their job. Mind u me I'm in jhb and my sister is in kzn,Newcastle so I'm now gonna be forced to either go that side to fix a mess that wasn't created by me. This is really poor service and its costing me the client even though I had filled in the application form. I'm really unhappy with the way this application was handled!!!