Bad Attitude

What a bad experience I have just had with Truworths. I have an order that was delivered to Hammanskraal Branch due to work commitments I am unable to collect it. I called their customer service yesterday and I was told that I can send someone to collect my order all I need to do is write a letter and also give the person my ID. Which I did and to my surprise the store refused to give my parcel to my niece. I was told about FICA. I spoke to the lady who was very passive. I called your customer services again and they told me that I followed the correct process and they don't know why the store is refusing and they can't overwrite what the store's decision. I demanded to be contacted by someone senior and I was told I must call the store myself.

In this particular store I advise the lady to cancel the order and she said she will credit me after 14 days. I used to think that this is one of the Truworths stores but I am disgusted by their attitude. Can someone senior call me and tell me about which section of FICA was this lady refering to. Truworths Hammanskraal I demand answers!!!!