All the information Not provided !!!

I reported my credit card lost I believe on the 29th of March, went into the store at Bayside Mall Woolworths and well that took forever and a day, so I advised that I will call the call centre once I get home. Did so and reported the credit card lost, card was cancelled the lady still advised that it won't be needed for me to change my pin number etc all good and well.. Monday I got an sms notification that my card is ready to be collected... The Tuesday I went to Woolworths Bayside Mall and upon collection of the card machine I was never advised that I would not be able to use the card after 24 hours and this due to my pin that would stay the same... wanting to withdraw funds use the facility in the manner of which I saw fit as a service was provided and me having done my part... the card was blocked as I used the same pin .. I then used the pin provided in the sealed envelope and it worked but I could not withdraw any funds ... this was after I've tried to activate the card using the Woolworths App ... I walked to the Woolworths again and was only then advised that it would take 24 hours to use the card.. What is this called ? I would like for someone, anyone to explain or help me understand why I was not advised of the process, let alone provided with all the information needed for me to use the credit card ?