Refused to be assisted with Temp ID

I have made a lay-by few months back that is due on 11/01/2024 so I lost my slip actually the whole wallet , I went to home affairs to get a temporal ID , Went to Foschini store in West street Durban to cancel the lay-by ,cashier asked the lady next to she said `no don't assist we need an actual ID`I asked the Lady if temporal ID is not a valid document for verification her answer was no. I am very concerned as this was not credit related how they unable to assist as per FIC Temporal ID is regarded as a valid documentation for verification.