I opened an account online and I was approved

I opened an account online and I was approved. I was told to go to my neatest Fischini store for my card. I got to Fischini wonder park and couldn't get helped just because I lost my ID. Although I had other forms of identification. Had my passport and in my phone I has a clear copy of my ID. The store is not convenient at all. How can I be refused to activate my card because I didn't have a physical ID on me.... ie: the passport has my name surname, ID no and picture also my ID copy has my name, surname, ID no. I cannot be treated like I'm about to **** the store when I made sure I have alternative identification.