Wanting customer service

Hello, Can someone guide please: I lost my Trueworths membership card in 2018. I have since sought assistance for replacement at the following malls Rosebank, East Gate, Mall of Africa--- to no avail! The staff were all helpful but each time after a lengthy phone verification process with "Headquarters" in Cape Town, I was promised the card would be delivered. I even visited Trueworths V & A Waterfront in Cape Town & attempted again. To date, nothing. Instead I continue to receive Trueworths promotional materials via post & sms regularly. Most retailers provide on the spot replacement as long as they can adequately verify themselves. So I really don't know how to describe such a service. Regards, Jan.