They have no intentions of heping me-rather make things more difficult

I went to capitec branch this morning to renew my card that is about to expire,went good and when i tried to swipe it did not work,i phoned customer services and she said i should go back to the branch becuase the R55 rand was deposites BACK to me that is why the card does not work they shouldn't have paid back the R55, so i went back the lady sat at booth no 4 and refused to help me without a proof of adress! I am on leave i do not have that tipe of info with me and nor do i have the time to go and get one becuase i will be going back to work tomorrow, i did however have my id with me why isnt that enough? What does proof of adress have to do with fixing THEIR mistake and not mine and now my card does not work becuase she refuses to help me after i told her this is capitecs mistake not mine i need my card so please fix it!no i need proof of adress. So i am paying for a service i cannot use becuase you're staff makes it unnecessarily difficult i dont have the time to go back to the branch so please just fix the mistake that you made in the first place so that i can use my card!! Or i will be closing my account with capitec with whom i have been banking with for 5 years now and my husbands who has beene with you for 8 years now, we are never difficult clients has always been happy with capitec so please just fix this so that you can stop waisting my time and that i can use my card! Regards