Identity store system offline

I Recently opened an Identity store account online. I was informed that the card wouldn't be posted to my chosen address and I would have to collect it in store. In my town of residence there is no Identity store. The day I decided to go to a store to collect my card, I was informed by the store assistant their system is offline for collecting a card, but feel free to make a purchase using your ID document. I went to two different stores and encountered the same problem. I do not need this kind of inefficiency, so end of the month I will pay the remaining balance on my account and close the account swiftly.