secondary card

I went to the store for secondary card for my wife .i did fill in the form iwas suppose to fill as carol said to me she emailed the form and it takes 7 working days for them to get back to me.and after 3weeks to find out the call centre did not receive my application.and now i must fill in another form cause the one i filled in its scratch out and written approve and my wife she is in mpumalanga now i must see my self out cause the call centre is telling me even if im filling another one. Attach the old onethe will never do it my wife must come backto sign the new one its very shocking for the service im getting im a paying customer i just want this resolved as in yesterday