Magnetic strip damaged

I have Woolies card. For the past year and half, my card has not been working properly. I went to ask for a new one and was told that they will charge me for it. The card was not lost and still in my possesion. I've been using it manually which is tedious and time consuming. Last week at East Gate Woolies, i was told they would not accept the card even though i present positive identity....eventually was helped after the supervisor was called to the floor. I don't understand why should i pay for new card when i have my old card in me possesion. With every device, after a while it will fail due to wear and tear hence banks issues new card after few years of use.