Replacing Club card difficulties

My purse got ****** and within it was my clicks gold club card. So i tired to replace the card at the Oudtshoorn store and i was told by the cashier in that I need to call head office myself and add the card to the ****** gold card, they cannot assist me. My question was what will happen with my gold card points and this adding of another card to the so call ****** gold card??? If its ****** how will i get my points and gold card membership??? Why replacing a membership card not simple like other retailors.