Where is the compassion from FNB Consultants

My previous card had been cancelled due to suspicion of *****, when i went to the branch in Alex mall to collect my new card I was told it cannot be given to me because I lost my I.D and could only give them a copy. I was told to get a temp I.D and go to the police station explaining that my I.D has been lost. Even after explaining to the consultant that I don't have the time to get to home affairs as there is an emergency (Death in the family) and need to transact my funds ASAP. I cannot take any time off from work to get a temp I.D to start with. I have never had to deal with such in my entire life, no remorse nor empathy at all.