Pathetic inconsiderate service

I accompanied my mother to Foschini in East gate in order to do some shopping. After selecting various items amounting to over a thousand rand we proceeded to the till. My mother has had a Foschini account for 38 years. once we got to the till the assistant told us the card was damaged and a new one would have to be issued. She said it would take a moment she just needed to contact the callcentre. After waiting for over 15 minutes for someone in the callcentre to answer the call. I took the initiative sadly enough to phone the callcentre myself. I sadly enough got through to the callcentre before the assistant. I then explained the story to the callcentre agent then told she cant help me as i am on my personal phone. I protested this statement and was told to give my phone to the assistant. Promptly after that we were told sorry it cant be done we do not have sufficient identification. No concern whatsoever was given to the fact business was lost. The lady in the call centre further dropped the call when i asked to speak to her. WE paid cash for a few of the items. then complained the foschini website to no response. This is sad and a poor reflection on the group as a whole.