Since when did MasterCars Gezina do this to clients?

I am an individual serving as a spotter for Bidvest McCarthy MasterCars in Pretoria Gezina. We have sold a 2019 VW Polo GTI 2.0 BMT to Mr Thabo Rapatsa and the dealership have been promising to give him his spare key and it has been 9 months the client still hasn’t got his spare key. HelloPeter please assist on this matter because my voice seems to be the most inaudible and my words are worst passive.