Lack of product knowledge

I recently opened in store account at woolies, I haven’t received my card yet however I am under the understanding that I am able to the vertual card to pay instore. On 23/12/2021 I went canal n requested to pay with virtual but to my surprise the cashier did not have a clue how to do, at some point she asked to tap my device on the pin pad (which by the way is for cards) two more ladies then came to assist where I was informed I can’t use the virtual card, I need to bring my store. I informed the ladies that I haven’t received yet and the lady asked if I have other means to pay for goods, dismissing the fact I wanted to use my store card. Why is the expectation created that the virtual card may be used in store but does not work ? I am really not happy about the fact I have been waiting for the card and service received at the canal store!