replace ****** card

My clicks clubcard was misplaced when my purse got ****** .I phoned the customer service last week and a very helpful consultant explained that I need to go to store and ask for a temp card and then they must call them and will activate and all will be well. I went o clicks lenasia branch and when I got to the teller I explained and he was puzzled didn't know what I was talking about and said phone the call centre !! I purchased over R300 and lost points because of a teller that was clueless to the process .I am really upset as this is a lot of points!!!! .When implementing a system ensure that staff are properly trained to understand the process !!Disappointed !!!