Horrific service experience

<p>Good afternoon</p> <p>Last year my father lost his clicks gold card and we went to the nearest store, completed a new form and were told that the points will be transferred to his new card. Unfortunately to date, no points have been transferred. After getting notification of his Cash back, he tried to use it by printing the email but was told that he will not be helped. Sadly this is not the first incident and on a previous occasion we had to wait for the store to call their Customer care and after a lenghty interrogation, we were able to cash his points. I have called the call centre myself, spoken to numerous consultants but we are still back at square 1. Why not just replace the old card because at every store we hear a different story?</p>