No attention to details/ staff ***********

Firstly i closed my Rage account, due to bad service. i went to the rage store in brixton on 29/11/2017 to re-open my avcount cause i loved the shoes they ahs on sale for the kiddies. i was told to just have air time and my id, after they checked onn system saw i was an old client, i then had to submit 3 months bank statements, and this point still no questions regarding my surname as it has changed? the systems were not scanning, and then it was offline, i was in the store for 2 hours literally waiting, then decided to leave and was told i would receive a call to advise all is well. i got no call went back to the store the next day with my kiddies planning to shop on the sale items, and was told all is gudi can shop. I went through all the hassles of getting the shoes ready then to be told that there is a problem with the surnames, that i need my marriage certificate and old id????/ why was this not picked up the same day, i waisted my time, and my petrol to come back t the store....second worst experience, my kids was so dissapointed that they could not take the shoes with, and i was fuming....i want this matter addressed and given feedback, bad service , and very unprofessional