Poor customer service

We have a stokvel account with FNB which we needed to put a notice on this past saturday, we are 3 signatories the other 2 signatories had their ID however I didn't have my ID document as its lost but I had my passport with, I was advised by the branch Manager in (FNB President hyper krugersdorp )who was assisting in the front as a greeter that FNB does not accept passport as a form of identity for stokvel accounts, he said I must get a temporary ID and affidavit in order to get assistance which puzzled me, I therefore called FNB customer services and the consultant said its up to the stores discretion whether they can assist or not,your call recordings can confirm my claim, I waisted airtime calling customer care which took forever to respond and I went to home affairs as instructed which was a nightmare because they were offline the entire time, because of full branch manager who does not the banks processes. After acquiring therequested documents I then decided to go to a different branch to get second opinion and guess what, they assisted me with my passport. I cannot believe that a full branch Manager does not know their own processes and protocol, it took me 2 full days to get my temporary ID as we all know that home affairs is a nightmare and i had to take time off work on top of that, all this because of a managers incompetence