FICA FAILED?

This is not a complaint nor a compliment. I went to Absa to update my activate my credit card (Absa CC) . I got a request to do my FICA again (Woolworths Gold CC) . With my previous visit I explained to the lady helping I was hijacked and my smart card was ******. I used my old green barcoded ID. She noted it on the system according to my knowledge. I asked her if there will be any issues again in the future and she said there wouldn't be. Now Absa send me a message stating my FICA failed, I must produce my smart card. Now please tell me how on earth must I produce something that was ****** during a hijack? I swear, if Absa require me to go in AGAIN to identify myself I will close my account.