I am so frustrated, disappointed and appalled by the Ackermans agents and verification process!

I received an SMS that my NCS Tenacity account is being handed over to NRB Risk, I immediately call the Ackermans call centre, as I pay more than required every month – I’m weary now and praying that it’s not *****. So, my first problem – first contact: I need to input my ID number as part of the IV prompt, however when I get through to an agent, the abrupt agent acknowledges that they did not get my ID number I need to repeat it – so where is my ID number stored that I need to enter as part of the IVR prompt and routing process? Second problem - the verification questions: a normal person will not recall what the current exact credit limit amount is on their card, (I know I don’t keep track of that, I just make sure that my account is not in arrears and I have available funds because I am paying the account and I can do an in-store enquiry if needs be at point of purchase). I was asked who the original reference contact person was when I originally opened my account years ago (what!?), and the where/which store was my last purchase made, and in my situation I was going from store to store more than a month ago on the day looking for a school pants, however, I provided the correct information. Then I get asked my age – oh my goodness – are these agents asking random ‘of-the-top-of-their-heads’ questions or are these things scripted? My grievance – going from a situation where I want to make sure that there is no ***** or compromise on my account, my account is now blocked! I asked to speak to a Team Leader of Manager and get put on hold and my call gets cut-off. I call back and the second agent informs me that the validation team will not speak to me until I submit documents to unblock my account, I failed validation and my account is blocked, I was not informed on which steps I failed validation even though I asked, and this young man tells me that these steps are put in place to avoid *****. I asked for his surname and he tells me he will not provide me with his surname and reserves the right based on the POPI act. My rights to validate the integrity of my own paid account and information is disregarded. I understand ***** prevention and I am an advocate, however this is ludicrous. I walk away not knowing or having surety that my account and my details are safe, my account is blocked, I am expected to go through a process that now inconveniences me. If this is my experience, then other individuals much older than I, are having a sore ordeal indeed. The overall experience has left a very bitter taste and a soured relationship. I called the number on the ‘hand-over NRB Risk’ SMS, and they confirmed that my cellphone number was being used by someone else; they provided me with the name and surname of the individual and it was someone that worked as a domestic for me more than 4 years ago. I have more joy, more help, and spent less airtime/voice minutes engaging with the legal recoveries team than with the Ackermans contact centre that is supposed to be a “customer service” centre!