Not willing to help!

So Sheet street keeps sending me messages to pay my account and I informed them that my purse got ****** and asked if I could pay by Id number only but was told that I need a card to pay , went into the branch over the weekend (Saturday) after finally getting a replacement ID card and was told that they cannot assist me because they need to call the center and they might be closed , I was informed of this without any attempt was made to call the call center and I was also told that I cannot pay with my ID and that I should come during the week for assistance. So I am supposed to take a day off from work to get a Sheet street card?????Really and then I get message after message regarding payment to be made but you can only assist me when convenient for you.