Not Returning The Call

I contacted Discovery to settle the apple watch on vitality. I was told it takes a couple of working days for this to happen, in this time my Discovery Card got damaged and I needed to replace to which the balance of the watch could not be paid. A gentlemen phoned me on Thursday to inform me of this, I told him I will receive the new card on Tuesday and he informed me he will then return the call on Wednesday to resolve this. I didn't receive any call back on Wednesday and now that I try to resolve this nobody can help me and I have to wait again to next week. How do the not have a record to who phoned me?