Well Christine, you haven't read my story yet.... that actually happened to me a couple months ago... Story here
The only good thing was that I got creative and demanded someone went up to help me instead of having to go down, but the horror when card didn't work is something I'll never forget!
On the other hand, it's amazing the did that... simply can't understand how they even considered doing it! Hope you get at least an apology Satin because from the answer they gave you, I don't think they'll do anything more than that.