ATROCIOUS Service!!!

I have given FNB all my KYC documents. Today i was sent that I need to send through a copy of my ID card which I do not have as I still have the barcoded ID book. I called the call center - and explained that my identity was ****** in and SAFPS gave me a letter in acknowledgement of this. So how do I give proof of something I do not have? So my livelihood must be affected? I need this fixed and a detailed way forward from the bank on what needs to be done from my side without my access of my funds being affected - including a waiting period which allows me to obtain the ID card. As far as I know the ID book is still a valid forms of identification in this country. CAN I HAVE THIS FIXED - and not have an I do not know, it's the banks rules - not sure how we operate in stupidity and do not equip staff with the correct answers!!!