Bad service

I have a Woolworths instore account that I have used since 2015 and is paid-up. According to the Woolworths App I had over R1k credit. I went to buy food and my card was declined. I contacted the Customer care line and spoke to Venessa. She informed me that according to their records I am under Debt Review. My Debt Review ended in 2014 and I sent an email with the letter from the Debt Counseling Company stating that my Debt Review was complete. This was when I got the new Instore Account and used it until 2020 and paid it off. How is it that I could use my Instore account for the last 6 years and now all of a sudden their records still show that I am under Debt counseling. Now to re-activate my account I have to resend the conformation letter again. This is not the service one would expect from a internationally renowned company. I want my card re-activated because they have the conformation letter from 2014 on file.