Shoprite Eldorado Park and the savings card

My name is Gaswyn Peter Jacobs. Shoprite advertise their new savings card is available for people to register and receive there srd R370 grant in the savings card. My wife Carmen Jacobs did just that at the Shoprite Eldorado Park. After registration was complete sum of her SDR money was deposited into the card. It has been 3 month's and Carmen can't excess her money. She has emailed Shoprite on this matters and was informed to go to Shoprite Eldorado Park and they will help her with accessing her money. Today at Shoprite Eldorado Park the person doing the savings card told Carmen Jacobs that her smart ID card is *****ulent. Just Yesterday Carmen Jacobs was at ABSA BANK in Southgate and she was helped with the so called *****ulent ID card. We are so frustrated with this. Please help we are dependent on the SRD grant as we do not work/ unemployed.