Unprofessional and unfair practice on customers

Edgars - Mall of Africa. Unfair practice on customers. I had a laybye and lost the slip. I was told the laybye will not be issued without the slip and ID. previously we would take out laybye with ID if slip is lost. Now I was told the new rule is that you must make an affidavit. Which is information that was not communicated to us as clients, it not even written in the slip as the terms and conditions of the laybe. This is unfair practice on customers as it is the responsibility of Edgars to communicate any changes to their policies.