Agnes was very uninforming. No assistance received

After being asked to please change my card because it was unable to read when you swipe it as the magnetic stripe is damaged, I went to my local Fashion Express branch to change my card as requested. A lady at Goldfields Mall helped me by calling their customer service as per their procedure. We spoke to someone called Agnes whom asked me a few security questions and I answered all of them. After speaking to Agnes she asked me please give back the phone to the lady assisting me, and I retuned the phone. After speaking to Agnes, the sales assistant told me that she is unable to give me the card because Agnes said to her that I did not answer correct the security questions. Agnes never told either of us which questions were incorrect as she seemed satisfied with all my answers when I answered them. This was very ********* of Agnes as she gave us no explanation on what I apparently answered incorrectly and as far as I am aware, I answered all of them correct. I know my credit record and have a very good one with that said......