Customer Service breakdown

I recently experienced the worst possible customer service at Truworths Goldfields Mall at the hands of Lerato. She even tore my ID just to justify her refusal to assist me. This is the same store I opened my account at and to make things worse this was in full view of other Customers and my family. The Area Manager didn't do anything to help the issue, instead fuelled and perpetuated the problem.

I had initially went to the Truworths Thabong store, there I bought some items and was swiftly assisted with good customer service. I had forgotten my Truworths store card at Qwa Qwa so I made purchases using my ID. I also decided to drive to the Truworths Welkom Goldfieldsmall store in search for specific Sneakers. I eventually found some and the Cashier noted that my ID has started peeling but was still intact and called Lerato who disaproved withoutso much as paying attention...I explained that I used the same ID in the same store when I opened the account, made the purchase at same store a few months ago. I told her that I was also recently assisted with the same ID same day at another store and there were no issues. I used the same ID at Truworths Phuthaditjhaba. As a customer I demanded some clarity and none was given, I sought clarity from someone that can explain and Lerato chased me out of the store and said that I can get her Manager's number outside the store when she refused to simply provide me the number. I went out, got the number, made the call and to my surprise I was asked for my Driver's License which I didn't have on me but could give a picture of. The Area Manager said that would be fine and I have to produce it and I told her no I don't have it with me she denied me help and eventually asked a photo of my ID that I had with me...I took a picture and sent it to her...she asked Lerato to send the picture as well, given the chance she took my ID and peeled it enough to make sure that my ID is now damaged and tore my ID in the process so that she could send a video to the Area Manager. I asked the Area Manager who is going to pay for my ID now and the Airtime I had just spent calling her on my phone when Lerato denied to call her from the Store she simply disregard this inconvenience and costs on my side. The ID costs about R150 last time I checked, and I spent close to R70 Airtime. I eventually got a call from a gentleman who introduced himself as Duplessis. In the call he said I could go back to the store and buy the Sneakers I wanted to buy.I had to drive back and buy the items. Lerato couldn't even look at me.

Lerato and the Truworths GoldfieldsMall team needs some serious customer service training as well the leadership team (Area Manager) as she threatened to discipline the previous store that assisted me. I was not *****ing anything and I understand the identity verification process, but you could do better and look at other ways of verifying the customer in the store.

So my predicament is this, if I am to go and make my monthly installment payment at the store, am I going to be turned back and be subjected to the same ill-customer service at the hands of Lerato?

Another funny thing to prove that, I was being intentionally handed the bad customer service at will was that, as per Truworths' customer service standards, we get an email to rate the service from the store. I only got this email for the Truworths Thabong and never received similar email for the Truworths Goldfields Mall store (233 or 322 store code).

I'm a paying Truworths customer and she may not believe it, but some of the payments I make goes through to Lerato's monthly salary and now my salary has to provide for a new ID.