Bad customer service

Truworths has a very bad customer service and it's very disappointing taking into consideration the standard it upheld in previous yrs. They send you an email saying you have a layby etc that you know nothing about and when you follow up to enquire further no assistance is provided. This is a disgrace to it's potential clients the fact that my personal information could be used for ***** and the matter is not dealt with sense of urgency makes me furious. They seeked information as if they will provide answers only to be told I must visit one of the stores but I got an electronic communication... The time frame they responded I don't want to even go there.