Poor Service at FNB

Grandma went to FNB just to renew Her expired card , She lost Her Original ID She went there with copy of ID, Affidavit and Expired card but Underberg FNB they sent Her back to DO Temporal ID before She renew Her expired card and able to do withdrawals .. I wonder why because there is a lot of things they can use to validate Her , Thumb scanners, ID Number And She was also had the Expired card with pin and everything .. What a POOR Service and POOR System ..