Appalling customer service from a "risk manager" at Makro Springfield

I went to Makro Springfield Durban to open a Makro shopping card. The cashier who is servicing takes a good 15 minutes just to open the card, so I ask the lady if everything is ok, so she tells me there's a blocking on my old card, so I tell this lady I have never opened a card at Makro before. She goes and speaks to a colleague of hers and comes to me and dismisses me saying they won't be able to help me so I tell this lady I am not accepting that and request to speak to her manager.

So the lady tells me this is what the manager told her over the phone. I request to speak to a manager personally, so we wait for another 20 minutes and a very unprofessional kuben Moodley comes to speak to me. Kuben Moodley tells they won't be able to give me another card since my ID was used for a ***** attempt in their store, so I ask kuben if they have any workarounds/methods of rectifying such things as I am the rightful owner and not the perpetrator. Kuben Moodley starts to raise his voice when speaking to me, so I tell this man to do his job as a manager rather attacking a paying customer. He tells me he is not gonna be able to help so I check if he is a manager and he claims to be a "risk manager". So I tell these things happen in the retails world and there are ways to rectify such so he successfully dismisses us!

So I thought I'd lodge an official complaint and hopefully a real manager can resolve this.