Poor service from Mayibuye Capitec Bank

I went there to open an account when I gave the assistant my proof of residential address he questioned it and took it to his manager and I understood that,he left me sitting there for +/-20mins,he explained what the problem was which I understood n he asked if I had any other form of proof I supp**** them with an email containing my medical aid cover which had the policy number on the wording and the attachment . he then proceeded to his manager again to confirm the letter and he took another 5-10 minutes without a response. He then came back to tell me that they are unable to open it . Why didn't they say that in the first place instead of making me sit there for more than 30mins without proper assistance? Their service was very poor,there was no customer service at all and poor decision making even from the manager himself!