Blocked account and replacement card

I found out today that my Game store card had been blocked when I went onto the app and saw that my balance showed R0 (despite never having missed a payment). I don't know how long this has been the case - I never received any communication regarding this. When I phoned, the consultant told me that I have to go to a physical Game store in order to get a replacement card. This is highly inconvenient as I'm currently housebound as the sole caregiver of a seriously ill family member and rely on online shopping. Is there absolutely no way of unblocking the card without me having to go to a physical store? The consultant said something about a CVV number (the line was quite bad), but my card does have a 3-digit CVV.