Rude and unapologetic

This morning i went with my mom to do banking at ABSA Mafikeng branch upon arrival at the teller we were assisted by a guy called Mothusi and he told my Mom to go and make a new ID as her Id was 20 yrs old what i dont understand is the manner that he spoke to us and the attitude the ID is still intact and not torn we couldnt understand and he was not willing to explain why he said the ID is too old as it was issued in 1995 we have never encountered any problems in Lichtenburg and she has recently opened an account for her grandson L Mokonyane Account number *** and the consultant didnt say anything about an old ID kindly help as she felt really humiliated by the treatment that we have received today we have business accounts with Absa that will lead us to move them to another bank if this is not resolved.