Makes no sense

I tried to get a new account card yesterday and was refused because I only have a certified true copy of my ID. I said to the lady (who told me head office wants the green ID book or the new ID card before issuing a new account card. Which is ironic, because they make a copy of that ID and send it to head office. So head office has in their possession in the end the exact thing I presented yesterday. I actually have a certified true copy. I told her I am still waiting for my ID to arrive, as Home Affairs has lost my ID three times now. So now I won't be able to support Foschini until I receive my new ID. What I don't understand is that a certified true copy is as good and valid as the real thing. I am really unhappy about this, I did not experience this problem at Ackermans or Truworths. They assisted me immediately and I have my new cards. But no, Foschini wants the real green ID book for head office, a book head office never sees, they only see the copy. But my certified true copy isn't good enough. Thank you Foschini, for nothing.