I have to pay for an account that I cannot use

I am so disappointed with Pep, I have an account with them, I lost my card, reported it and it was blocked, and a reference was given to me to go and make a new card at a pep store, went to two different pep stores at east rand, this was 3 weeks ago. To date when the store manager tries to link my account to the new card it doesnt accept. We tried several times to contact the call centre, either they drop the call in your ear or they tell you they dont know what is wrong with the profile. Come month end i will have to pay but i am unable to use my account. I have never seen such incompetence.