Refusing to accept ID documentation because of "protocol"

I opened an account with Standard Bank a few months ago, and recently ordered a replacement card for said account. CCD Couriers informed me they would deliver the card to me within 5-7 working days. I then got another SMS stating they would deliver today (20 February) between the hours of 8-12, however at 12 the courier was still on its way from another town approximately 50km from me. Upon arrival, I presented a copy of my original ID book as well as a certified copy of the ID book as my physical ID book was lost a long time ago. The same documents which I presented to the courier today, was the documents used to open the account with Standard Bank. The courier refused to accept the documents as I did not have the original ID book with me, and the certified copy was of a lower than "acceptable" quality in his opinion. He advised that he could supply me with the card if I had my drivers license with me, which I did not at the time. He stated that he would be fined by CCD Couriers for accepting the documentation, and left with my card. I contacted the call centre only to be told that they will not accept anything other than the actual ID book, which I do not have.. How is it that a courier company can decide to refuse documentation which the bank already accepted as proof of identification? Standard Bank should move to a different courier company as CCD Couriers is busy damaging their reputation and also causing great inconvenience to their customers. Delivery Reference: SBS281756