My postal address on my utility bill is not the proof of residence!!

Tried to help my daughter open an account and they declined it be cause they are using the postal address on the proof of residence as the proof of residence instead of the actual residence address on the council bill?? I thought it was an easy thing to sort out but they told her she must find another proof of address as that one is a problem because the postal address is from my old property as that's where the bills were sent to originally. How can the postal address on the bill have any bearing on the proof of residence? They say the address doesnt match the application because they are using the postal address and not the address stipulated on the bill. I have never heard of anything so stupid!