Incompetence at its best

I've been a loyal client of ABSA since my first paycheck, this was 10 years ago. Over the years my experience hasn't been a good one though they have been able to assist me credit with facilities like credit card, vehicle finance, overdraft and more. Few months ago I paid up my credit card and I now find myself in a tight financial situation and I app**** for it again. What drains me is that they are now unable to assist me saying that they want my recent ID book which I never had. They insist that I have a new ID book issued in 2012 which I know nothing about. Why did they not ask for the same when I app**** for all the other credit facilities since I app**** for them after 2012. I am at a loss of words and at a point where I'm considering moving my salary to another bank. I just learned that loyalty means nothing to ABSA, not that I expected anything better. All I am asking for is consistency. They claim to be client centric while they are the complete opposite.