Did not fail security questions

I phoned Foschini group to change my address and the lady said I had to answer a few security questions, so I did and after all was answered she said to me my account is blocked and I have to go in store with 3 months bank statements to re open the account. How insane!!! I answered all the questions correctly on the dot!!! I have had my account with them for so many years and now this. I am not going though all the drama with bank statements ect. I am just going to settle my account and close it, oh wait its already on hold.....