They do not comply with procedure as set out on webpage

So I have been struggling with Fica documents to make withdrawal from them. I followed procedures as set out on their website. Self service keeps failing. So I mailed through the document as stipulated on their website. Phoned in to ask for assistance only to be told that they do not work that way anymore and that I need to go get temporary id to make withdrawal. It is absolutely ridiculous. It clearly states on their site that you need id copy, id documents must be clear the information and photo must be visible and it must be a colour copy of id. You can submit it at branch, self service, fax or via email. But apparently according to call centre they dont work that way anymore.