Why didn't you go to another bank?

Over a 3 week period, i'm trying to FICA my account (as ABSA will block access to my account). I've tried to find out what is their criteria - as it seems to differ from branch to branch. From the manager, sitting in her office (forever busy on a telephone), 'irritated' answered that they do not have such document . The 'client services' could not tell me either or provide me with a form and or as where to find it on ABSA's web site. The person talked to me as if i'm illiterate. As I tried to explain my situation, and that their customer services is non existing and pathetic, she asked me 'why didn't I go to another bank?'. She refused the certified copy of my utility bill - she made her own faded copy. She refused my certified colour copy of my id - she made a faded black & white copy, (without my permission) etc. This 'FICA' process took 45minutes. Who is paying for this? My message to ABSA Valhalla is that we as account holders is keeping your door open, and paying your salaries through your extremely high bank charges.