Staff not helpfull

On Monday, 02 February 2015, I emailed rewards department and I received an auto response on Tuesday, 03 February 2015. I lost my rewards card, but to date no response at all. Wednesday, 4 February 2015, I was at the Parow Centre branch and while at the till waiting on the manager to come to the till to do an override, I asked the cashier what happens when a client lost her rewards card, what the replacement process is. She informs me that I will not have my points transferred to the new card, that I would start from the beginning, and that the rewards card is not a debit card, hence we losing the points. But then immediately tells me she is not sure, she will ask the manager. The manager arrives 15 minutes later and the cashier tells me the reason she is taking so long is because she is the only person in the office on that day. When the manager arrives she first attend to the 3 people that was in line after me waiting for her , so my wait is prolonged and the cashier makes no effort to inform her that I have been waiting the longest and should be attended to first.