Bad practice at MR Price

As a loyal customers I am very disappointed with the way they treat accounts customers. In December I have sent my Wife to pay my account when I was in Limpopo. I sent her my account number and ID copy via watsap but she was told they will need originals. Why they need them just for payments. I fail to understand this system. If I am in hospital or loss my job my family cant pay on my behalves? I would understand if they don't allow others to take clothes buy doing payment?