Money held hostage by Edgars

After losing my Edgars account card, I went in store to have it replaced. I did verification (ID number, address, phone) and thereafter came questions I felt were unrelated to my business with Edgars. The lady on the phone asked to speak to the store representative, to explain the way forward, I guess. Amid our business, the Credit Manager came and ordered the lady helping me, to go to the accounts counter, and to put the call she is busy with, on hold... I'll skip the drama and attitude that followed and get to the point. After the dealings with this branch I decided to rather phone the accounts department directly to speak to people who KNOW what they are talking about. At this time, because I did not want to answer the question about other shops, I was declined a replacement card. I phone the accounts department to find out what I need to do to close my account (seeing as I am not allowed a card) and to get back the money I overpaid. A lovely lady helped me with all the info I need to close my account and to get my money back. She then puts me through to the department who is supposed to close my account, and I hear that this lady can NOT close my account, I must go BACK TO THE STORE... I asked her if, in the store, don't they just phone the accounts department anyways? I have no trust in the store staff, so I might as well just settle the problem here and now. I realise that it all comes back to me not answering ‘if I do business with other clothing account stores...’ (btw, this has nothing to do with credit checks, I asked) ... I needed a replacement card, I did not want to tell them which other stores I do business with, they reject my card request. I respect that. I decide to close my account and take my money and spend it anywhere it's welcome. Now I cannot even get MY money if I don't answer their questions, that holds NO bearing over my business with them? This is UTTERLY ridiculous and feel like my money is being held hostage.

I’ve been jumping through hoops, I showed my identification in store, ID, passport, verified on the phone, everything, and they STILL doubted that it is me? How is that 1 unrelated question going to make ALL that difference?

I just want to be free of these store account prisons and use my hard-earned money, where no one can hold it hostage.