Disgusting service from agents

I had an incident with my mother this afternoon Sunday, 21 November 2021 at Vaal mall Truworths which left a very bad taste in my mouth. My mom has had her account for over 30 years - literally mean 30 years and she wanted to purchase clothes which amounted to about R6k. The security check procedure is something I generally understand and pretty sure that the agents from head office are seasonal and trained professionals, however this was not the case. The lady that was helping us from the call center was rude and quite frankly mumbled while asking questions of which she was asked to repeat either 2 to 3 times as my mom is also over 60. She failed the security check and was asked to come back with not a solid enough reason and I asked which questions she answered incorrectly. On the system the address, postal code and other information was correct and I asked what’s the point of having an account is she can’t use it at her convenience? What’s going to change the next day? The manager also called and also gave the same kind of attitude - like????? Is this how you treat customers and I’m not sold nor impressed with the level of customer service we received. She can’t buy at your convenience- it defeats the whole purpose of having an account. She is going to pay the remainder of the credit and close it - forever. You lost a really loyal customer that will never purchase anything ever again. I trust that you train your staff correctly and that they speak clearly with the correct tone to customers - everybody has a bad day and they need to learn to control that especially when working with other individuals in your line of work.