Such bad service from Virgin Money

UTI called me to advise that thye would drop of my Virgin Money cards and i need to have the following docs for them on delivery, Copy of ID, Rates and pay slip. Nothing was mentioned to me that I must have a copy of an email confirming delivery of rates bill becasue I receive my rates bill via email. So they refused to give me my Virgin Money Cards. I will never use UTI ever in my life, and you might as well advise Virgin money that they can cancel the cards and the application. When I called Phatha Mseleku on number ***, she was not one bit interersted to help, so much for Richard Brandsons Virgin Brand.