Unfair treatment from Absa

Today i received the worst treatment ever from the bank!! I went to found out if it was possible to top up my personal loan, upon arrival i waited for almost an hour to be assisted as usual. I had bought with me 3 months back pay slips. Upon submitting my id, i was told that on their system i had two addresses but over the years i have been using one address, was then asked to verify my id, cellphone, next of kin and email addresses. I was then told that my application has been pre approved and of which i received an sms as confirmation from my phone. The consultant then told me that the transaction will go through tomorrow. She further made a phone call regarding the transaction and then later told me that they were gonna need fingerprints verification, thus i will need to go to home affairs. I was then given a form to take to home affairs for those fingerprints. I could not understand the motive for that and what is disappointing is that i have been a loyal customer with the bank for over a decade with no issues. Secondly i had previously app**** for a loan in 2013 with no hassle of which i am about to finish. I felt like my identity was being questioned even though i gave all the necessary documentation. I haven't bothered to go to home affairs since the treatment i received made me loose interest to continue with the application process. I am even planning to switch to another bank, where i will be treated as a loyal customer ...