Shopper/store card transfer

I lost my shopper card with the store card facility activated on there. I transferred the shopper details from the old all to the new card as advised. I questioned the consultants if everything is now transferred, shopper and credit facility. When I went to make a purchase yesterday it showed I had no credit. The store was not helpful in trying to sort this out. as I told them of the transfer of the lost to the new card. Today I called the store card division . and the lady says that my credit is still all linked to the old card number. that was never transferred as advised last week. She says I need to go in to the store and they will call head office and do the transfer. I don't know what to do as im being told one thing, then another ,