Not allowed to make payment on my overdue account

I have been getting calls to make payment on my account and today I decided that I wanted to pay if off and because I've bot used my card for a long time I lost it. When I arrived at the store at mall at carnival I was told that I can't pay as I don't have my card. I requested that she use my ID to get my account number and she told me that I can't do such as she needs my card to make the payment! This was very surprising as I have made such a request in the past and I was assisted.

I told her and she still refused to assist me without my card. So now my question is who will be blamed as I wanted to make full payment on my account? With covid having messed up everything I made means to make sure I pay and I was turned back!

My name is Mahlatse Mathole Ngoepe. My ID number is ***0 8 9. My number is ***