Possible ***** query and disrespectful staff including the manager

I went to the greenstone store to close my account and I was assisted by Cynthia who told me I need my I’d book to close it but at that time I didn’t have it with me. I went back the following day to enquire about this issue , the manager told me that Cynthia shouldn’t have asked for my ID, she should’ve just closed my account and she wasn’t available to come and comment about this issue. When i asked for them to assist me again they told me that my account has an outstanding balance Because of the “lost card club” charges that I wasn’t aware of. I went back again to the store regarding this matter because Cynthia was on leave, while I was at their store Cynthia was shouting at me in-front of everyone and the manager didn’t even intervene, i left the store without this matters being resolved. Can anyone assist me with this matter, Thank you