Tfg rewards

So today as normal I went to Foshini in rosebank the shop I normally shop at, when I got to the till the cash asked for my ID number to put my points on my rewards card however then, the cash said congratulations mam you are our lucky reward winner you won a R2000 voucher and it will be sms to your number I then I asked which number is it she said *** I said that's my old number it was a contract Sim that I don't have anymore, she then said call our customer service and they will help you.... People I then called customer service and explained the agent my story she then putted me on hold and then came back after 10 minutes oh man there's nothing on our system for you.. I'm so confuse as to what happened but I would never shop at any TFG store and never would I trust the rewards ****s