BAD Service received when opening my account

A few months ago, I opened a Foschini account online. All I needed to do was to produce my ID at the closest Foschini branch and my account would be opened. I did this and the account was opened and I received my Foschini card and was told that I could immediately use this. I made few purchases, until I was sent an sms that they did not receive all the required documentation and would have to block my account. I then took my 3 months bank statements and copy of ID to the V&A waterfront branch. The lady took my documents and said that she would process this asap. 2 weeks later I call customer care to see if the block on my card has been lifted and was informed that they did not receive my documentation!! I called the branch again to enquire about this and was told that I have to bring in my documentation again and they need to ask me a few security questions before the account could be opened again. what was the point of me opening the account online and why do I have to go to the store TWICE for the same thing, just so that they could complete the process? This has been so frustrating and needless to say I am very disappointed in how they handled this whole process!!