Poor online Service

I placed an order online for 3 items about 3 weeks ago and received 2 of my orders last week Wednesday and I have been waiting for my last item. I called this morning inquiring about the whereabouts of my order because it is long over due. I was told that I need to go to the store to produce my ID and my card because I failed verification over the phone, now my argument is that I was on the shop and explained to them that i don't remember my old number and I don't use it anymore therefore I would like to change it , I was then asked to produce my ID and my card and it was indeed changed without a problem. Now I don't understand why I am asked to go to the shop again where as I was already there. I am so annoyed because that blazer needs to be in EC ASAP because my younger brother will wear it on the after the initiation school ceremony.