Woolworths captured *****

I opened an account with Woolworths last year. My account was up to date in October. I made a payment, then Woolworths customer service called me and said there was a problem with my account; they captured my name and surname incorrectly. My name is Duwanyne and my surname is Conradie.So, by WOOLWORTH my name CONRADIE AND MY SURNAME IS DUWANYNE when I went to Woolworths in Somerset West Mall, they said they would fix the problem. This meant I couldn't pay my account because I didn't have a card. I waited for my card. November arrived, December arrived, January arrived, and I was still waiting. Near the end of January, I received an email saying they had handed me over to a collections agency. No one told me I could pay with my ID or a Woolworths app. So when I again went to Woolworths to report this problem, they couldn't help me. The guy who helped me in November still remembered me, so I asked him if my card had arrived. He said, "Are you still waiting, sir?" I know it's not his fault; he just works there. So what should I do now? Should I get a lawyer to sort out this problem, or what should I do? Can anyone tell me what I should do