Poor Accounts service

So I took my father who is a Pensioner to Game on the 21 March 2018 to open an account to get a new TV as his broke and he needed a new one. They did a online application in store and also took all the documents from us. The said it will take 48 hours then everything will be sorted. Then my father got an sms from them and on it said they his application was approved by they need his bank statements to finalize everything. He then phoned them to tell them that we handed everything to the store and they made a second application on their own with him which in the end made a duplication of the account. We then sent off the bank statements to them 3 times and to 3 different people. They finally got back to him on Friday afternoon and said everything is fine he should get the SMS soon. He got one to say that they received the bank statements and it is being finalized. Then Saturday came and nothing came and as he didn't hear anything from them phoned them again and that is when he found out that they made a duplicate of his account and that this was a reason for the delay. Now he has to suffer due to them not doing their job or not listening to old people and taking advance of them that can not hear properly. Well he finally got the SMS on Sunday afternoon at 15:15pm that he can go to his nearest Game store to collect his card and get it activated. As we were in the area we stopped at Game East Rand Mall as there was no name attached to the SMS just said your nearest store. He then got really excited as he will have a TV again and have something to do, just to find out that he can not get it from them apparently. We asked them if he can get the card even showed the sms to them and all they said was sorry you have to go to the one you opened it up with. They didn't even bother even looking on the system or even trying to help us. All they said is that if they do that then they will have to open a new account and they have to wait another 48 hours. I am trying to assist my father over the weekends as work during the week and till late so can not help him so now he has to try and get someone else to help him. I am really worried that they also say this card can be used everywhere, so why can you not get your card anywhere as it is a game one store what is the problem and is this going to be a problem from now on. The way everything was handled is very poor and need answers on this. How can you guys keep your customers happy like this.