LACK OF COMMUNICATION AND BAD SERVICE FROM MR PRIC

About 2 months ago I lost my bag that had my id and Mr price card in it. I claimed with Mr price as I have a card protection plan. I was not paid no one got back to me, no one explained to me why they rejecting if my claim was even rejected. So I cancelled it as I cannot keep on paying for something that doesn't work. Then on Saturday I went to pay my account and I was told I need the card or an ID to pay. How do I do that if I don't have both the card or ID so it means I'm only going to pay my account the day I get my ID from home affairs. What a service.