Poor service at Foschini

I app**** for a foschini account on line. They sent me an sms to say I can go and collect my card at the nearest store. When I got to the shop I was told by cashier that my card will not be activated until I submit my bank statement. Now Foschini is busy sending me sms and emails saying I owe them. How can I owe them if I have never used their account. Is this the way they de***** people???? I’m very disappointed at their poor service