Recieve my gold cheque they told me its activated

I received my Gold Cheque card on the 23 December 2015 at the carnival mall Branch the lady told me only my id book is required so i pickup my card she said card is activated the same day i deposit 1500 rand into, i went back to FNB 24 December 2015, and ask the sales services can they fix my online banking they did fix that they told me also the card is activated, I try to throw petrol in tonight in my car course we going on holiday, and my card was decline i phone private banking on FNB they told me that they still need my proof of residence, i dont understand how can FNB Lie on my face 2 times this is really ridiculous i was there two times at the branch nobody told me i need bring proof of residence