ACCESS TO ACCOUNT OR MONEY BACK PLEASE

I attempted to obtain a new account card and was refused because I only have a certified true copy of my ID. I said to the lady (who told me head office wants the green ID book or the new ID card before ordering a new account card. Which is ironic, because they make a copy of that ID and send it to head office. So head office has in their possession in the end the exact thing I presented on paper. I actually have a certified true copy. I told her I am still waiting for my ID to arrive, as Home Affairs has lost my ID three times now. What I don't understand is that a certified true copy is as good and valid as the real thing, same bar code, everything. I am really unhappy about this, I did not experience this problem with other stores. They assisted me immediately . But Truworths wants the real green ID book for head office, a book head office never sees, they only see the copy. And that after a lady told me the day before I can come back the next day in order to be assisted. Initially they said they could order my new card, but that it won't be activated because they need to scan the ID and they cannot do so with just a copy, which is a total lie. Just the other day I was at Route 21 Office Park where they scanned my certified true copy and the gates opened. You cannot enter without a valid BAR CODE and it actually registered the code on my copy. Truworths wouldn't even try it. And that is actually the exact proof that it is indeed my ID, if they would only scan it, they will see. Because it is the same bar code as the one they scanned when I opened my account! What other proof does Truworths want to see it is actually me. The best part is that I asked for my money back that is showing on my account as I do not owe Truworths anything, they actually owe me, but I am being refused access to my account, which is not my fault, it is Home Affairs that is taking so long and in the meantime I can't use the credit that I have, credit that belongs to me. Guess what, they told me I cannot have it back unless I get my ID. I struggled for almost 2 years to get my ID from Home Affairs, so if it takes another two years, Truworths is just going to keep my money without me having access to my own account? Well done. Please also stop with the sms's regarding specials, it doesn't apply to me because I cannot use my account. And even if it does take me another two years to get my real ID I will close this account so fast, I will not spend another dime on Truworths. It's ridiculous to say the least, it's MY money you're holding and I can't use it??? If I was in arrears maybe it would have been another story.