incorrect information given

hi . I got a call last week from a girl from ccd telling me my card will be delivered today between 12-1pm. the guy by 1pm he wasn't here , I called ccd , they told me they will call me in 15minutes which they didn't , I called again and I told they will call me in another 15minutes which they didn't . the guy got here here at 13h32 , I gave him my proof of address as specified on the sms sent to me by ccd , he refused to take it saying he wants proof of payment in a form of a statement , the letter I have with me is service fee letter from my home loan bank and it has my address but he refused to give me my card saying fnb said they only accept proof of payment with statements not just letters. on top of being late , he left with my card