3 Months and still not yet reached destination

I posted a registered letter from Cape town to the SAPS for a police clearance certificate on the 30th of December 2014 and till this day apparently its still sitting at the Pretoria hub since the 3rd of January. I have made numerous calls and I have been directed to a lady named Gail who always says she will call back but never does. I really do not think you guys understand the urgency and you have no excuse as you have been off your strike since December. This is unacceptable and if this issue Is not resolved I would rather opt for a courier service in future , at least with them you get value for your money. My tracking num is RD 952 701 215 ZA.please someone tell me what Is going on.