Frustrating

So my purse got ****** with all proof of identification and my cards , I blocked the game card and spoke to Nicky , and was told that I can make payment with my ID number and account number , went in store the following week to make payment but they could not assist me as the account is blocked, this is becoming frustrating as I cannot understand why cannot pay with my ID number and I am so sure I will be receiving calls every day to make payment!