very sad and considering moving my account to other competitors

I m in possession of this store revolving account card for almost 7 years. I had never lost my card. On may 13 this year I went to Hub Galleria mall store to purchase mothers day gifts, I unwanted to use this account , but was denied. the teller called the customer service centre to inquire the matter, he was told that my card has been stopped because it has been reported lost/******. I told them that I had never lose my card even calling them and report any of such, I ended up paying cash for those items affecting my budget. I was told that I will receive am sms in the next few days to inform me to collect my new cards, and it should be no longer that 7 days, to date I had not received that sms, but 2 weeks later I went back to that same store for my other purchases and inform the teller on ,y previous experience with my card, it was still on hold and could not be used, she then told me that to re apply for a new card it takes about 21 days. that was another blow. on fathers day I went to the same store to make more purchases for fathers day. to my surprise the very same issue was not resolved. and now that 21 days has gone, I do not even know when was it reported lost and why am I not told and assisted properly. I didn't expert customer service on these days, I'm very upset..