Poor service

My day was very muchly ruined by TGF Foschin customer service. I wanted to get my statement. I sent them an email to their customer service email. They never responded. I went to the store physical at Foschin Church street in Pta. When I got there the store lady phoned their customer service to help provide the statement. It was hell, I wanted for an hour to get help. As soon as the customer service called back, it was worse, from the frying pan to the fire. I opened the account years back with the passport that expired 4years ago. Now the lady wants me to produce that old passport. Is it my concern that they never updated their system that I'm still registered with the old passport.? Why didn't they look upon it years back when the passport was expiring. It took almost 2hrs for me to get my statement. TGF customer service ishas poor customer care. All ty know is calling you several times asking how much you are prepared to pay and advertising their magazines