Bad service

Hi, so I have been with foschini group for almost 10years and have never been in arrears so they sent message to say I must change my card as it's old, right went to Midrand Boulders spoke to the consulted who was generous, OK she called the head office they asked me questions, and the lady who was assisting was rude @ the end told me I failed the security testing, like really guys been with u guys for more than ten years without hussle and u do this to me, worse part that idian lady was so rude sounded like she wanted to get me off the phone, iam disappointed and angry with the guys, and now they told me I must bring 3months bank statements like really