RCS/Edgars pathetic with issuing a new card

I needed to get a new Edgars store card, as mine was extremely old and held together with sellotape. Ok so no problem this will only take a few minutes. Not true, I had to create a pin for my new card, and could only do this with a pay as you go simcard. I have a contract sim so no go. I could therefore not get a new card and was not told at the beginning of the process that I needed a pay as you go sim to create a pin for my new card ( not a new account, just a new card) How pathetic is this.........