Bad service

I have an account with Foschin, they sent me several emails to change my card. Today I went to the store to change my card had my ID as they said I need to bring my Id. The lady that helped me call the Call Centre n I spoke with Nolubabalo Pici I have answered all the questions at the end of the call she said I must give the lady the phone. She told the lady that I failed Security questions ans she blocked my card. Which questions I failed?