Bad service rendered

CAPITEC. I had to enable my account to make online purchases. Upon entrance, I specifically asked if that can be done without the card. They assured me I could do so. I had to sit in the queue hoping to be assisted. But they couldn't help me. They told me that they needed my card. But why was I misinformed ? The manager did not even care and did not bother to do any remedial action, let alone an apology. Where lies service ? Instead she told me that they can do so so some clients, but some cannot be assisted. I fruthenium asked on the criteria set for such clients. I was not answered