Bad and unacceptable service

Good Day

On the 27th of March 2021 Iwent to Foschini Longbeach Mall to report that I lost my card and they can assist me with another card. My account details were verified and I produced my Smart card I.D as well. I then purchased a phone for the value of R3599 at Foschini Longbeach Mall.

On the 04th of April 2021 I paid an amount of R3500 which was credit to my account from my Absa bank account which I use to make my monthly account payments. On my account statement there is also a charge for a new card. I must add that not once did anyone query the credit of R3500 to my account

I was at Sportscene today 22 May 2021 trying to purchase an item. I was unable to pay for the purchase due to there being no credit available and my card/ account being blocked. At no time did anyone try to call me in regards to my account and also no sms or email was received with regards to my account being blocked.

The reason provided was the account was suspended/blocked by the ***** department due to a big purchase on my account. The sales assistant called your call centre and was then transferred to the ***** department, My account details and I.D number and information was verified by the sales assistant and myself.

I went through a verification process and was told sorry I failed the security questions/check and they are unable to unblock my account. Firstly the music was blaring in the store, the phone could only work on speaker phone and everyone standing in line to make purchases could hear the entire conversation. I explained why I requested a new card and the purchase which I made which is paid up by now.

Surely if I receive my account statement and there is an unusual or unauthorised purchase I would raise the issue. Since having my account for more than 20 years this is the first time I had any issues, the first time I was embarrassed in a store infront of other clients by the sales agent telling me sorry you have no credit.

My statement reflects a credit of R15400 which can be used to make any purchase I wish to make.

My account has never been in arrears, there is no short of missed payment on my account. So please explain to me why my account could not be unblocked, why I must report to a store with a copy of my ID (which I had with me at Sportscene today) and 1 months bank statement.

My bank account is not linked in any way to my Foschini account except as a beneficiary listed to make my monthly account payments easier for me.

I find this whole experience I had to go through today totally unacceptable and very embarrassing and want urgent feedback to my complaint. Should I not receive any feedback or a proper solution I would escalate the matter and also post it on social media.