account activated with out card delivery or collection

I am shocked at the service i got from discovery, so i created an account with them early this year but i couldn't complete the account as i had lost my ID. i spoke to Bianca Jade from discovery who helped me with creating the account. i then got a call from DSV for delivery and they said they wont deliver my card as i don't have an ID, so i told Bianca and she said i should collect with my copy, months went by i didn't collect my card. lost my old phone and now i got a new device. downloaded the app only to find -900 on my account. i fail to understand why was the account activated when the card wasn't delivered not collected. and Bianca said to me on what's app that i should call in and lie, stating that i couldn't use the card but monthly charges were charged. Can some one please get back to me regarding this matter as Bianca is now telling me not to mention that she took my personal details and chatted to me on what's app which is not allowed at Discovery...