Voucher points transfer

Early in August I received an email stating that I had 1000 points loaded onto my smart shopper account. I had lost my card(it was ****** from me) and I updated my new card details to my account online. I have been trying to get these points linked to my new card details ever since. It is now almost the end of the month and I have been sent from pillar to post. The management at the store has no idea how to deal with this.