Bad service and Communication in Woolies group

Hallo ,

I have a woolies account but for the last 3 years I did not use the account and it was paid up but the account was still open because I still received statements and so on e-mail and SMS messages on my cell phone to say what credit was available , so my wife decided last week Thursday 26 July to use the account - she went to the store and select some clothes that she want to buy and when she got to the till they told her the account was blocked because it was used a long time ago so to re-activate it again the account holder ( Myself) must call the call Centre and they will unblock the account for me , so I phoned them but the person said I must go to the store and they need to verify my account by showing my ID to the store and they will have to issue me with a new card so I went to the store and they informed me that they cant help me and I must open a new account. My Question is why should I open a new account if I have an account -