TFG Fradulently has incorrect or someone else's information linked to my profile!!!!!!

I have been a TFG client for over 10 years. Recently my card stopped working for online purchases. I called the call centre and was advised that I should get a new card, the consultant was very helpful and advised that all I have to do is go in store to do so.

I went to Foschini, Gateway on 01st November 2021. I completed my monthly installment payment and then proceeded to request a new card as my current card did not work for online purchases.

Despite having the old card with me which was still available to use in store as well as my ID and making a payment into the account there were issues.

The sales person called customer service without telling me why and insisted that I speak with them. They insisted on completing a telephonic security check for reasons I do not understand as I was at the store in person with all original documentation (my understanding from previously working in a call centre is that security checks are done instead of the client producing original documents in person).

I completed the security check and apparently I failed after being asked my ID number, address, etc. which is impossible. The only logical conclusion is that Foschini is so *********** that they have incorrect information on my profile or they have someone else's information on my profile which is a huge issue.

Apparently all I have to do is take a 1 month bank statement to the store with my ID which I had already produced and everything would be resolved?????!!!!!!!!!!!!

How on earth does that resolve the issue??????????!!!!!!!!!!

I called customer service today to give TFG a chance to resolve the issue before taking further steps however despite being ensured that my call would be returned, I have not been called back.

Due to TFG's incompetence, my card is now clocked and I either have to stand in a long bank queue to get a bank statement or acquire it at an additional charge of R90 at an ATM.

The staff are also very unskilled and do not seem to know how to handle these issues.

I have names of staff and reference numbers.

Very disappointed with TFG to the point that I am even considering closing the account.