Unacceptable behaviour towards their customers

I received an E Mail laying out "card charges" for 2023. I drove to Clearwater Mall to query the contents of this mail. No-one in the financial services were aware of the mail. After having presented my Woolworths card AND my ID in person, the manager called head Office in Cape Town to query the mail and promptly handed the phone over to me. The head office was unaware of the mails that had been sent out and promptly demanded to know my address etc. Why would I be subjected to this type of interrogation if I have personally gone to the branch and given my ID book AND my Woolworths card. Is this not enough proof of my ID? My account has been in credit for many years and now I assumed that I would be paying card charges as the mail itself was totally unclear as to what was being communicated. Even though my account is in credit, they refuse point blank to give my cash back. When I wanted to cancel the card, their option is to give me a gift card to be spent only at Woolworths. I feel most aggrieved with the way that they handle their clients and will not be dealing with them in future