Guys this shop is not right

Hello guys I need help, I have never went to lewis store in my life. I never used Capitec bank. I lost my ID 8 February last year... It is my green book that was lost. I where to the nearest branch to fix this, and the lady that was there told me that she cant help. And I wrote here and a lady call me I told her everything that I lost my ID in Johannesburg, and I reported it to the police I have a document that prove , and I told them to call capitec ask if I have an account.. the lady didn't want to help. She hag up the phone. I need help because I want to apply for my passport and my a business man