Truworths , terrible service in store and online (not my first complaint)

I have sent many emails to ask Truworths to sort my account out and they are not able to assist . I recently lost my card , and went into the store to get a new one. Also changed jobs and moved house at the same time - and cannot remember all of my details that entered when I opened my account. They could not verify me even though I was there in person with my ID in my hand. It took 30 minutes then eventually I was given a new card. Now if you look at my profile you will see that I make most of my purchases online due to the terrible in store service, now I am unable to buy anything cos my account is locked. My account is paid up , they owe me money and I am not able to buy from Truworths. I want this resolved .