Not very helpful and ridiculous procedures

I bought airtime with my loyalty points which does not reflect. I sent a query to mtn call centre to please fix this, and they request my ID, bank details, etc. for security purposes. How ridiculous is that. Its a mess from their side, fix it. What does my info have to do with this? They already control our lives. Now they try to just **** the customer off. JUST FIX YOUR MESS!!!!