Untrained staff working at Woolworths food stores

I had replaced my store card earlier this year and collected it from Cresta Shopping mall on 20 Feb 2024. I was told by the lady at WFS desk that the card is ACTIVE and ready to use and I would just need to show my ID for the first three purchases. I have attempted to make three purchases since then, all were declined. The only thing the Woolies store staff could tell me is that I have outstanding balance to pay, without checking the facts! Clearly some training is needed. The worst of the three experiences was at Woolworths Florida Glen, where the supervisor, PALESA, tells me that a negative balance (i.e. credit balance) is what is owed to Woolworths, she was quite arrogant about it too. She is misinformed and needs serious training after she is suspended! How can a balance above my limit mean that I owe Woolworths?! Woolworth financial services told me that the card was NEVER activated!