Keeypak wakefield
Card decline

I lost my card in france 3 weeks ago and i order a new one which i received.but the problem is when i ask to transfer my balance into my card it seems impossible and i dont know why.i called customer service on wednesday and they told me everything was done but dont understand this morning i when to the cash machine they said my card is declined.plz im waiting 4 feedback.thanks .by the way my name is sylvain parfait nlend and i leave at 218 queens drive ossett wf50nr and my d.o.b is 11.06.79