Adding my disgruntled voice

I seem to be in the same boat as many other clients. I was approached by JSE Investors stating that they would like to pay out my dividends. Please note they approached me. After complying with the requested documents, they sent an email to retract previous approval communication requesting me to start the process from scratch as I did not inform them that I only had a Passport and not an ID (which was ******) because I did not declare that. No where in their emails they state it could be only an ID it states ID document or Passport with a ridiculous selfie as identification under the chin. I informed the consultant that there communication stated ID or Passport and she rep**** that it should be the most recent so is she saying my Passport is not valid? They do not want to pay the money it is as simple as that. Just asking a question is if they do this to every 10th individual are they reinvesting to the benefit of the company?