Discovery Bank sucks!

My wife went shopping with Checkers on 27 Sep 2024. When she presented her Discovery Bank credit card, it was declined! She tried again, to her embarassment it was declined again! I was at home and as primary card holder I received an email advising that my wife's credit card transaction was declined. Reason : card blocked. I called the bank's call centre, the agent said there was enough funds on my account. When I asked her why my wife's card was blocked, she said she needs my wife's permission to view her profile. I told her my wife was out shopping. I gave the agent my wife's cell phone number, so she can call my wife to get her permission to view her profile. The agent rep****: she first has to get authorisation to make the call. She could not tell me how long this would take. I then ended the call. When my wife came home, she called Discovery Bank and spoke to a different agent. He checked, and advised that the bank needs her proof of residence for FICA. We explained that I am the owner of the house, so her name will not be on the utility bill. The agent said we should send any statement from a service provider which lists her name and the residential address. I did this at 13h40 on 27 Sep 2024, asking also to get confirmation when the card has been unblocked. As of now we did not get this confirmation! Question: why was the card blocked? The bank never notified us prior to the blocking that my wife needs to submit proof of residence! This is a disgrace!