PEP store is a ****a shop shame

The PEP store service sucks big time. I lost my phone and I visited the store to change the number so I can be able to load the 1000 voucher I bought, the store staff said I should call customer care which I did and still I got no assistance as I was told to go back to the store as they are the only ones who can update the number. I had to up and downs for more than 3 hrs still not getting assistance. I asked them to refund me of the voucher I purchased as I was worried I might lose it but also that is not possible.