Terrible service

Went to pick up parcel. Click and collect. Showed ID and email I received as confirmation. Sasolburg branch refused to give parcel because I did not receive a five number code. Not my fault code was not send. Terrible service at Sasolburg Clicks. I consider this *****ing because goods were paid for. Proof of identity was given. But still the manager refused to hand over parcel because some one some were did not send my a five number code!!!