Terrible customer service From customer service department #Thandeka

Good Day. I was at carletonville branch ackermans earlier on today to do a gift voucher of R500 from my account. When I got the counter I was assisted by a lady who was professional and willing to assist with my request. As she was processing my inquiry there is a point where she stated I will get an sms of sorts to complete my inquiry, that's when she decided to call customer service as I was not getting this sms she needed. Upon being given the call to confirm some information, that is when I had the unpleasant pleasure of talking to Thandeka, a very ***********,complicated person who lacks all aspects of professionalism. She states that she needs to conduct a security check in order to get some auth code and I comp****. She then proceeded to ask the following: When last did I make payment on the account, I stated my wife does that so I wouldn't be sure, then she asks me if im alone or with her, I reply im with someone but not my wife. She further asks how do I make payment and I stated it should cash/card (options given were EFT or cash) then she further asked if The account I have is a joint account or not of which I rep**** Its not a joint account. Then she advises that I should stay on the line as she wants to confirm on the system or something along those lines. After a minute or two she comes back to me stating that I need to send her a proof of income and 3 months bank statement to her,at this point even the lady at the till is confused as to why I'm being asked these questions and can validate all this info , to my surprise I asked why should I do that as I have open the account and she has confirmed that she is speaking to the account owner himself, I told her what does a proof of income and 3 months bank statement have to do with me wanted a gift voucher on my own account, she then rep**** I failed the security checks and starts blabbering about the system then I told her Im a client, she cannot be telling about the system as I have nothing to do with that and I further asked isn't there anything else she can confirm as she didn't even explain what security check this is, she also didn't advise what security question was incorrect she just expected me to go through all that leg work of sending her things, so I asked her if I was just buying on account with my card, would I still need to do a security check to confirm God know what, she rep**** no so I asked her so why does she need to run a security check for me wanting to do gift voucher on my own account, if it was my wife calling I would understand but its the very owner of the card requesting for a gift voucher. Now I don't know the inner-workings of ackermans customer service department and I frankly I Don't care as they are not my concern, She failed dismally to advise why She's doing this security check and further failed to explain what question I failed, even went to the extent of telling her that I can call my wife and she ask her over the whatever question/s she feels I failed of which she declined that option and said my wife must be in the store of which how would she know that is wife, it's over the phone I could have dragged anyone from the line for that. So I demand someone to call me to actually tell why I cant do a simple gift voucher on my own account as by tomorrow I want that gift voucher done,just cos your "system" failed to send an sms for auth I'm expected run around emailing useless things just because someone doesn't want to work today. If its because of arrears or anything of the sort, advise im not seeing this system you guys are, communicate accordingly so I know What I need to fix, don't just assume I've got all the time in the world to be sending things needed to open an account, when I already have an account with you guys. This Thandeka person should either e re-trained or move to another department as she does not know how to handle customer service, we are people not robots over the phone.