Unhappy client service

I have still not received my truworths card. The Chatsworth branch said they cannot issue and it will be posted, nothing has been posted. They do want to use my ID anymore because it's torn. So tell me how must I pay this account. The cashier that did my last purchase told me it's not their dealings I must check with the post office. The Chatsworth branch is very unprofessional and have zero customer service. Absolutely horrible experience there's never enough staff and the lines are always long.