Unable to do a simple card replacement

On the 21/04/2019 i visited Exact at liberty midlands mall to get a replacement card as i have misplaced my card and needed to purchase a few items from total sports. The gentleman who assisted me called the call centre and the lady on the phone needed to ask me a few verification questions prior to issuing the new card. I spoke to the lady and she asked a few questions which i confirmed and gave her the answers to but she kept asking me about a Markhams account which i had , at 1st i told her i did have one then later i recalled that it was a trueworths account and not a Markhams account.

she also kept on asking me questions relating to my ID Document as if i was using another persons ID document. She then needed to talk to the gentleman at the store who later told me that i need to bring proof of residence and a ID copy with me if i would need to get my card replaced. The gentleman was very helpful

the problem i have is after that long verification process i still did not get a card to purchase, i was at a shopping mall 70km from my house were do you expect me to get proof of residence from ? i have never had this problem with getting a replacement card before

if its such a mission to get a replacement card id rather stop purchasing on my account and pay it up and move to a store or group of companies who know how to service customers.