lost smart shopper

I have a pnp smart shopper card. I lost my card and got a new card from the store in Hemingways east London. I'm trying to contact the call center to transfer from my old card to the new card but I'm having issues getting through to a consultant. I have called 3 times and all 3 times as soon as I get put through, they drop the call. Its so frustrating. Can someone assist me please