Bad service from club card division

I phoned the club card division a week or two ago after receiving new club cards which I did not request. The call centre agent cancelled my old card as well as the new family card. She promised that she would sort out the vouchers so that I can use them. They have the new club card numbers on them. Yesterday I wanted to use the vouchers but they were rejected. The branch followed up with the card division who said that they could not help them as I need to phone myself. Why do I have to call again? Someone did not do her job when I called the previous time. I wasted more than half an hour in the shop last night. So did everyone in the long queue. Why is the club card division closed while your stores are still open? The branch did their best to help but I am extremely disappointed by the bad service form the card division. I need to use the vouchers tonight and the problem to be sorted out