Horrible service

Deeply disappointed by the service I got from Truworths as a whole. Been a loyal account holder for the past 3 years which I have NEVER received a card for this particular account. I have been using an ID to purchase all this while because I was told confidently by the stuff member while opening the account in Truworths mall of the north that the card takes time. So now unfortunately i was ****** and lost my ID so now I was told I can't use my ID copy to buy as is not n original document, so now whose fault is it that I don't have an account card????? What should I do to get a card??? How long should I wait???