Frozen account due to their failed administration and not assisting me in time

When your Discovery Credit Card is replaced or a new card is distributed, Discovery communicates that they will need the necessary FICA documents handed over to their courier company upon delivery. In the last year, I had my personal and secondary card replaced and both times supp**** them with these documents - Now my card has been blocked due to their internal processes failing WITHOUT notice - I realized there was a problem when I was paying for good at PnP and the card got declined and I knew there were sufficient funds (more than enough).

I phoned the Discovery Card department first thing in the morning and explained this to a lady Sasha-Lee, who could not give me a straight forward answer but said she would phone me back within an half hour, which did not happen. I finally had to call back 3 hours later and requested to speak to her manager, Shanay, who also couldn't give me a straight answer but would phone me back within an hour - This again did not happen.

I was not unreasonable and when they FINALLY realized what documents were needed, I provided this with them and asked them very nicely to resolve this VERY simple matter before close of business because we use this account for all our day to day expenses and I feel like it was THEIR internal processes and procedures that failed so why should I be penalized?

I asked Shanay very nicely to phone me back with feedback and she vowed to do so but when I phoned back at 4pm that afternoon, I was told she left work.

There has NEVER been a problem om my account and I am extremely unhappy with the kind of service that I received.