Bad bad service with customer care

I am frustrated beyond belief with the service I have received with regards to my TFG account which I opened in December of 2014. I have used my account twice both times in December and since then I have not been able to use my card again , due to not having enough credit available . However the credit limit on the card was never reached, since then I havepaid my account every month without fail on time ,and paid in amounts over what my installment was. I as well as @home have countless times tried to fix the problem . Eventually I arrived at total sports sandton to which I have been to now three times with the same problem . First customer care told us they fixed the problem try use the card again . It wasn't fixed last week Wednesday the 5th of August the same staff member helped me phone customer care to which we were told to fax a copy of my id and proof of residence. This was faxed and I returned back today and the problem was the same eventually we got to someone named Ricardo in the forensic dept and he told me my documents were ********** as I live with my mother and my utility bill is under her name.however this was accompanied by a signed letter from my mother .