Bad customer service at Game

I have lost my game card. I requested a new card and was told to go to the credit desk inside the shop. At the credit desk the lady phoned customer service. First and second time I went I stood for at least 40 minutes as customer service didn't answer the phone. I left the shop without a new card. The third time I tried I was second in line but the couple in front of me already waited 1 hour and 15 minutes with no response. I went to the manager and queried the service as I have been standing in the queue forever. He promised me he will send an email to customer service requesting them to issue a new card for me and most probably I can just pick it up. He would cc me in the email. I have received no email and I am still waiting for a new card but doesn't have unlimited time to wait for their so called customer service to answer their telephones at the credit desk. I am still without a card in spite of the fact that I have visited the shop three times without success.