No urgency and not customer centric

I realised that my smart shopper card was lost and I emailed the customer care email for assistance 6 days ago. (still no responce on the email) I then sent a message on facebook messenger 5 days after the email, the response was that I must call ***....It's now 30 minutes (and counting) being on hold on the ***I was referred to by a consultant responding to my messenger requests. Before today, I reply on messenger that I didn't have phone access to call the call centre at the time and advised that I've made my number for a call back. The message was read but no response. After waiting for over 30 minutes on hold the call was cut. Still no email response, No Facebook messenger response and no call back......

The Maitland store refused to enter my smart shopper number manually when I was buying despite me showing them the card details on the latest version of the APP in my phone. Instead they tell me to download a new app they can scan without even looking at my app to verify. This is shocking