Horrible Service

Good day

Am very irritated and disappointed i went to identity store at vaalmall to replace my card when i arrive there i told the cashier that i lost my card i want to replace it, she told me that they dont replace card for existing customers when you call customer care they will block it and it will Automatically be ordered. When i called this morning customer care they told me that to go to the nearest store with my id to get a new card what's even worse is staff that are working there they are scared of their store manager because they wanted to help me to replace it because they are scared of her they say the system its offine which it was not, she told them that they don't replace existing customers card, If identity as a big company hire people that are incompleted why should we have to have account with them ? Truthworths same story system offline when its not, if to loose a card its something that is stressful like it is now am definitely going to close both my accounts and go somewhere where i knew i will not struggle to be assisted, Am asking myself are they training their staff? if so what is customer service mean to them? cause clearly its not there, i will not recommend anyone to have accounts those stores. What a horrible experience. Store manager have her own rules, customer care have their own rules exactly which is which