LOST CARD

On the 19th of April 2016, I went to Centurion Mall to have my card replaced. The lady at the counter asked if I blocked my card, I didn't block it and then she called customer service call centre to have it blocked. Then she handed me a phone to speak to the consultant and she confirmed if I wanted to have my card blocked as it was lost and I agreed. She updated few of my personal details and told me that if I have my ID book with me I can have my card replaced immediately at the store and I should be able to purchase.<br> As soon as we hung up, I asked the lady to activate a card she said it NOT POSSIBLE because I must be interviewed by someone from ***** department, I am like cool call them then. She said No, they are working Monday to Friday 08:00 to 17:00. I am like, okay can I call them because I am working same office hours and can only be able to come in store over the weekend? She is like No you cant call them directly. So, I explained to the lady that I just started at the new job, there is no way I can take a leave just have a new card activated. So, my question is why is the customer service consultant unaware of these processes? I am going to pay this account and close it