NEW REPLACEMENT CARD HORROR

On 21/03/2015 I forwarded an ID Copy & Proof of Residence to TFG Forensics Department for a new replacement card & immediately after that I called-in to confirm if the documents were in order and a consultant assured me that all I have to do is take my passport to any nearest store not the ID book, because according to her is was not clear & its pages looks like they are torn out & I will get a new card<br> Yesterday at Makham Store in Vaal Mall, they contacted customer services & forensic dept. which took more than an hour to go through. The new forensics consultant stated a different story that he cannot accept the passport, likely I had my old ID book with and then also he could not accept my cellphone statement as it is printed JAMES DLANGAMANDLA JAMES, The level of inconsistency in the call centres is unacceptable, it has caused a huge inconvenienced and wasted my time which I don't have at all. If indeed this was in the best interest of protecting me as the customer, why have I not received any notification in a form of an SMS, email ,telephony or otherwise that there is a ***** attempt to get a new card for my account.<br> I have sent an email today with new documents