Appalling service - no empathy

My mother lost her shopping card and when she called your store to report it and enquiring on the process to getting a new one, she was told that she needs to visit her nearest store- really? We are talking of a pensioner here - she needs to pay for the call she made to you for getting no service and then pay to be ferried to your store as well... guess what, you have just lost a customer because she is intending to terminate her services with you.