See if you can get in touch with Jerry, his Twitter is @BristolcitySlo. Mine didn't arrive last year and he sorted me out with a few E-tickets before they finally reprinted my card for pick up at the next home game.
Think this is probably the case. Nige did make a point of saying that he likes Han and what he can bring to the side, and it just seems to be an unfortunate situation for everyone. Agents are everything wrong with modern football.
Normally you're able to pick one up from the club shop, they stopped sending them out to everyone as a fair few just put them in their normal wallet so it was a waste of money and plastic for the club.