New cards not ordered

I was ****** and stabbed on Friday and my wallet and smartphone was taken. My credit card and cheque card was in my wallet. I contacted the call centre and the cards were stopped. I was badly injured and went into the branch on Saturday morning to order new cards. The creditcard division said today that it was not ordered and that I would have to pay more for issue of an express card. I should not have to pay anything as it is not my fault I was ******. I need a creditcard urgently.