ID book 27 yrs old required in ace of new drivers license

Why does cell c require my 1993 id book to do an upgrade? I do not look like that anymore? They are not interested in my dri ers license which is less than 9 months old? Photo of page 4 / 5 of ID is only cancelled part of old drivers license. The bank is ok with my drivers license but not cell c. This creates a person to come back at a later stage.. are they after customers or do they wa t to chase people away?