want to update details

I would like to register my own card *** with my identity number, unfortunately i already have a card *** which is loaded with my Id number but registered to my fiance Robert logie. I need his card to be loaded with his Id number and his contact details and mine with mine. But the call centre is most unhelpful and cant help me they need to speak to robert, which is ridiculous because the card has MY ID number. I want this to be sorted out or cancel the card then and we will start again or shop at another store rather than get through to a very unhelpful service call centre agent who refuses to transfer the call up to higher management even though it is very clear he is actually not able to assist.