Poor service

I am very shocked for the terrible service I got from 🐸 àckemans I lost my card and phoned to replace it I was taken from pillar to post my account is paid in full and when I want to use it it's blocked I was asked to send my proof of income and ID of which I did and was later asked to take a photo of myself holding my ID I know that is for security purpose but that is extreme they take hours before answering their calls and until today my card is not activated I dealt with many stores when replacing card but I never experienced such shocking service I went to shopping and could buy coz the card they gave me is blocked I an so angry I've been a customer for more than 12 years it's terrible