Bad customer service

Yesterday went shopping at jabulani mall .we get into Ackermans paid the store card using my additional card mind you my husband is the primary card holder. After paying we wanted to pay out our layby using the store card where by we were asked to wait for OTP so due to network we couldn't receive then supervisor called customer service where they ask for personal authentication. As my husband is the main card holder he step in to answer the request. There and there the card was blocked as they say it's because he failed authentication questions and there's nothing they can help us with.