Poor Customer service and solicitation of personal details

I am writing to formally complain about the unacceptable service I have received from Dis-Chem Eastgate regarding a prescription that required a compounded ointment. I handed in my prescription as per my doctor’s instructions, only to be informed that the pharmacist did not have all the required ingredients and would need to order them. I accepted this and waited. On Thursday, I received a call from an employee who identified herself as Olivia from Dis-Chem Eastgate. She called to confirm whether I would be collecting the ointment. I confirmed that I would. She then requested my ID number, which I declined to provide over an unsolicited phone call, as this is not a secure practice. I arrived at Dis-Chem Eastgate today at approximately 18:00, expecting my prescription to be ready. To my absolute frustration, nothing had been mixed at all. This means my time has been completely wasted due to poor communication, lack of follow-through, and a failure to apply basic logic and competence. If the ointment was not prepared, I should never have been called to confirm collection. Dis-Chem needs to seriously address how it manages prescriptions and customer communication. Consumers should not be inconvenienced because staff are unable to follow simple processes. This experience has left me extremely dissatisfied, and unless this matter is addressed urgently, I will be taking my business elsewhere and advising others to do the same. In addition I will lodge a formal complaint with CPA ombudsman for the solicitation of my ID number without following basic compliance. I expect a response explaining how this was allowed to happen and what corrective steps will be taken.