No Empathy and false information

My card expired and was due for a replacement card and I received an sms that I should visit the nearest branch with my ID to get my card. I then visited the Ghandi Square branch and was informed that the person to authorise the issuing of cards had left and I also need a three months bank statement and proof of address which was not stated in the sms, so I said alright will have to find time again. I then called the call centre to state that I do not have statements to produce as proof of address what other alternatives are there and they said it will be fine I get an affidavit from the police station and a letter of my spouse as he has a statement with his name, we then went to the police station to do so. Today we went to the Eyethu branch and produced the affidavit and we were informed that and affidavit is not accepted and the lady who assisted us was helpful(Lindiwe) and offered options and we went to try those alternatives but unfortunately they were not successful and we then returned to find the manager Nkululeko who was not empathetic at all to a point that he was fighting verbally with us he was extremely rude considering we were the people given false information! Poor