Poor service at Game store of a store card

Hi my fiancé lost his game store card an so he app**** for a new one so he called and the person that helped him couldn't even assist him properly so he decided to go directly into the store to reapply for a new card they gave him so much hassle they didn't want to give his new card so he showed them prove of everything he did app**** before the card got lost still they didn't want to give his card and he showed them even proof of his App of Game he has on his cellphone that wasn't even proof enough for them so he called to speak to a store manager and there wasn't one available so he left and asked if he can come the next day for his card an she said yes.So he went the next day an suddenly he could be helped immediately with out any hassitation or nothing she gave him his card an she asked why didn't he get his card the day before an he explained what happened. I think game store assisting is very poor because why must you struggle so over a card an even if you show them its you they stil can't assist you in the proper manner.