Police clearance

My sister went to kagiso police station to get a police clearance 3 months back she still doesn't have it , everytime she goes to the station to find out if it'd back they just look through a pile of paper and tell her hers is still not back , none of the officers that's helped her have checked her status on the portal. After notes of this back and forth I emailed the CRC who say that they have no record of my sisters application. I've tried calling the station the numbers don't go through and another one they don't answer. The email address for the station doesn't work and at this point we just want the refund cause she went to postnet and got her clearance