Accounts and exchange

I lost my account card and went to my nearest store ( Cradlestone ) to get a replacement card. I was on the line with a lady from the call center doing security checks because my contact details have changed I was asked to fill in a form in the store and they will fax it the call center so they can approve me getting a replacement card.

• I went to the store after few days to check the process, I was told the call center has closed ( they closed early because it’s a Friday) • I went to the store yesterday to check the process , the call center advised that they did not receive the form • The lady in the store did show me prove that it was faxed and it was successful. We advised to fax the form again which I find it not acceptable that I have to always travel to the store wasting my time and petrol to check / make a follow up not getting any lucky • The call center guy was not even apologetic or anything of some sort • The form was faxed again my question is do I waste my time and petrol to be told that they didn’t receive the form • Will I ever get my account card or do I just close the account? • I bought earrings on my account and when I get home I was not happy with the quality , then I took then to the very same store. The lady at the counter tells me that I’m lying I messed up the earring. • Yesterday I tried returning the earring a gentlemen tell me that I should have made sure that the earring not damaged. Mr Price is supposed to selling quality . Finally I was able to get an exchange.