Lost card and website lies

Hi i reported that i lost my card and it was blocked. I then went to the kiosk to ask for a replacement card and they said no i need to purchase another product first since they can't sell a empty card despite the website stating that if you lose your card you should email fares and then you pay the replacement fee for a new card for the product to be transferred not once on the website does it mention that you have to purchase another product to have the lost card product transferred.