Extremely poor service: unable to verify my own identity at Foschini

I am currently at a Foschini branch trying to replace a lost account card, and I am absolutely shocked by the level of service and lack of practical reasoning from the account department.

My passport expired over 20 years ago, and it was never updated on the system. Now, in order to issue me with a replacement card, I am being asked to verify details such as: • My employer from 10 years ago • My next of kin from 10 years ago • Phone numbers I used 10 years ago

It is completely unreasonable to expect a customer to remember such outdated information.

I am physically present in the branch with both my current and expired passport as proof of identity. What more verification is required to confirm that I am the account holder?

If I cannot be recognised as the legitimate owner of my own account despite providing valid identification in person, then this raises serious concerns about your verification processes.

If this matter is not resolved urgently, I will reconsider continuing payments on an account that your system now claims I cannot verify as my own.