Exact stores won't give me a new card

I got hijacked 2 weeks ago and my vehicle was ****** along with all my cards and documents. I blocked my cards and wrote affidavits etc. I have managed to get all bank and store cards back EXCEPT my Exact card. I had a contract sim and cellphone insurance with TFG which I could claim replacement for without issues.

I went first went into a few TFG stores and explained my situation and I was told I need to go to an Exact store since that is where my account was opened. First I was told I can't use a certified copy of my ID to get a new card but I could use this to claim and make payments. I went to apply for an ID but I obviously have a temporal ID at the moment. When I went to an Exact store I was told I can't use my temporal ID to get a new card. If banks and other retail stores can assist me with a new card, what is so special about Exact?

In addition to that I asked the lady if she is telling me to wait the 6 weeks waiting period for a permanent ID and the answer was "yes". Again I would like to understand what is so special about Exact and why other forms of verification aren't used to help me get a new card? I pay every month and keep up a good credit record. Is this how little customers are valued?