Makro Account , ***** and Poor Customer Service

I just received a call asking whether i used my Makro account to purchase an item at the store. They where unable to tell me the store nor the value of the purchase. Now as i am sequestrated since 2018 that account should be closed and i am unable to get credit, which i explain to the call center agent. She advises me that this seems to be a ***** case. I was then advised that now I have go write an affridavid stating that this is ***** and that this account should be closed.

This is extremely concerning as now I have to manage Makro's admin for them as they are unable to escalate this to the investigating department and that they can just log a note.

HOW IS THIS POSSIBLE FROM A COMPANY LIKE MASSMART TO HAVE SUCH EXTREMLY POOR ADMIN AND CUSTOMER SERVICE SKILLS!!!!!!