Worst call centre

I have a store card that I'm unable to pay at the store, I realised in October and I called the call center and they said the card is cancelled due to change of surname. I got another card still I couldn't pay. When I went to mall of the South the lady said I must que and try to pay in all tills to check if its a till problem or my card. I told her y doesn't she go because the queues are long it will take me long time. She said no. So I couldn't pay then I get a call saying I can pay via eft y can't they fix the problem. Y can't I pay at the store like everybody else. Take note that Im unable to pay the store card due to ur fault. Call me when u fixed the problem