bad service

I received a SMS from Capitec to advice I need to FICA my bank account. on the SMS states bring along your proof of address and ID when I arrived at the store the gentleman stated that they won't be able to use my Capfin statement due to Capfin being a bank. I don't know why they can't not assist me and on the SMS does not state what kind of proof of address they need. I don't have the money and time to go to the bank. Capitec needs to state in there SMS what documents we need to bring in. This is not the first time I went into Capitec and they couldn't assist me.