after almost a year no new card

A long while ago I lost my account card. I went into the hub festival mall and said I lost my card and I need a new one at the same time I had to pay my account. They were very quick to get my acc nr to do manual payment reported my lost card and it was blocked they were suppose to order a new card but never did as I found that out after I wanted to buy on my acc manually seeing as I dont have money and its the only acc I have to buy Christmas presents on. Now they can take a payment manually but they cant bill me even though its the same machine now I can't buy anything because festival mall never ordered my card ad they were told. I never bothered cause I wanted to pay my acc finished. Everytime I go there I get the worst service. Thats why I never bothered about the card but now that I need it I still cant use it. Biggest load of **** ever. This happend long ago longer then 9 months ago and I wanted to use it last week.