Clubcard is a waste

My old Clubcard disintegrated and I approached Cape Gate Clicks to assist with a new card. I was told that I have to fill in a new card form, and that my details will automatically be linked the new card and replace my old card. This was over a month ago, perhaps 2. I received a mail to say I have cash back. Walked into Cape gate to use the cash back with the new card, and teller told me there is nothing. Manager helped and told me the cashback is on my old card. WHICH I NO LONG HAVE. And that she is unable to do anything as on the Sunday I was in the shop Clubcard was closed. Does it take a YEAR for the info to be linked?