Poor service and customer service Lake knowledge

I have an account with them over 5 yrs now , last I miss places my card and with to the store to see if I can replace my which I was ask to call in and report unfortunately I was unable to hear the lady on the other side of the and my card was blocked for answering 1 question wrong ,I was then ask to bring a three month bank statement with my copy Id I did that on the 22 dec , the then advise me to give it at least three to 4 days before they unblock my card I with back i was then ask to make a payment R335 which I did and was ask by customer service to come back after a day, but I give it 3 day and went back , now I'm be told my card is blocked again because of same sort of *****ulent that has been taken place on my card.