Bad service

I have a Money Market account with shoprite and I lost my phone six months ago I called the they told to email thier money market support and I did, they told me to email my identity documents and I did, after they told me my green ID book don't work anymore I have to fo and do a smart id I did, now I have emailed they the new ID they told me it will take 3 working days to change my contact details a d reset my pin am still waiting can anyone help me out because my srd grand is paid in to the account I owe someone R200 as I borrowed money to go and do an ID, I told him I will pay as soon as I get my ID but shoprite are not helpfully with their service