Terrible service ackermans call centre

I went to local ackermans store to buy few things. At the till lady advised we must call centre to look at account as i paid too much and there is a credit in account. Call centre lady asked ' security question' to go into account. I 'failed' the question as i dont have a debit order linked to my account. Never had this. Lady blocked my account as i must provide bankstatement and id to open account. This is my personal info, where POPIA on this?! I didnt ask to lock account and kept account up tp date. I am very dissapointed and will no longer support any ackermans store. I want to close account and want to credit back that is ony account. They still dont want close account without bank statement, what does bank statement have to do with closing account!