There are many things that could have happened. It may not have ever made it to the Repository – check with the lab or shipping department to make sure they’re not “batching” cards and holding it. This often results in duplicate cards being drawn. Maybe the individual transposed two digits of their SSN – without a valid SSN on the card, it can’t be accessioned. Maybe the card was received but didn’t have a signature. While we may have notified the original draw site, the individual is now with you and they never got a chance to redraw.
Call the DNA Repository at our main number – (302) 346-8800 – and we can check our records to tell you what we have on file for the individual, whether it’s a rejected card, a change of branch of service, or no record at all. If it’s there, we can also upload it to your system again, and hopefully that will correct the record.