terrible service received

the worst experience I have ever received, I made a laybye with Ackermans and have not had time to go collect it as a result of Covid 19. I sent someone to go and collect it for me and I am being told that he cannot collect it as the person does not have my id copy even though he has the receipt and the money. I am now away from home as I have to work and will not be able to make it back before expiry date,. Now I am being told that after expiry date I can only get a gift card which means either way Ackermans will get my money. this is extremely unfair for us as customers. Clearly this company is looking out for itself and not the customers. I spoke to the Keitumetse (manager) also very unhelpful even though I did explain my dilemma.