Double standards

I am struggling with them to get back to me to update my details so I can do a replacement card. One consultant talks about ***** and she won't assist me, so I submit a form updating my details. Then when I phone to ask if they have it the other consultant says she will assist me and update the info over the phone. She tells me go to the store everything is fine, get to the store, Precsious does her best in assisting me only to get told that it is not allowed to update it over the phone by a supervisor....I dont understand your double standards!!!!! Why is it such an issue to get assistance? I phone again later the afternoon only to be told again that someone will call me back, well still no call????????