Systems in place

i went to the Benmore branch to increase stop order. after waiting for 30 to 45 minutes and confirming all the info needed . i was told that for that transaction i need to have my bank card with me. Mind you i had my id book with me. What puzzles me is the guy sitting next to the lady who was helping me said the manager can authorise these transactions but no she insisted on me to have that bank card. i was later told to leave my details and they will ask the manager to do this not imn my presense and i asked whos going to sign for this because last i signed for this at branch where created this stop order and card was not required and an sms will be sent to confirm that it was done. Why couldnt they do this when i was still at the branch. Everytime going to this bank makes me have seconds thoughts about banking with them. If they fail to assist you when you at the bank, why should my i continue to bank with them? if their system changes, why not inform your customers? is that not a noble thing to do?