Bad Service

So my husband and I walked into Edgars Pavilion yesterday afternoon, we had been ****** about 3 weeks prior and wanted to unblock our Edgars Card so that we could make purchases. The only form of identification that my husband was left with is his passport, but according to Edgars, this cannot be used to unblock and re-issue you with a new card. A passport that is a recognised source of identification all around the world is not accepted by Edgars!!! The staff was unhelpful and the call centre was not interested in anything that was said. Is this how loyal customers are treated?