Wildcard will never arrive

My partner and I got a couples wildcard a few months back. They said they would send us our wildcard but that was about 4-6 months back. Apparently the card is at the post office, but my girlfriend has been to different post offices around cape town for the last few months and everytime she comes they have some or other excuse why they cant give her the wildcard. Does the wildcard company still exist or can I get a refund?