Bad customer service

I I'm on holiday in Durban went to pep stores at china mall to pay my mom's policy I only realized that I forgot the card I use to pay the policy card, in Johannesburg. Went to speak to the lady asked her if they can help me as I have to pay today she said I have to have a number then I called my son who is in Joburg he sent me a policy number went to the cashier explained that I'm here to pay a policy but forgot the card at Joburg she didn't want to try to punch these numbers she said it has to be a number starting with a one. Went out asked my son to call Abucus company they gave him a barcode number which we must use when we pay, I went straight to pep stores guess's what the guy told me that he needs a number starting with 100 . I'm so disappointed because they never tried this number my due date is today to pay. Should anything happen I'm in trouble I hate bad service. The manager was standing right next to the cashier she kept quiet. Why is selling products to people n they can't help or try at least.