Card collection

I phoned the branch to ask is I could come and pick up my petrol card and they said yes when I got here they needed proof of adres, the lady on the phone told me 3 times I only need my id to collect the card when I got here they don't want to give me my card but they told me 3 times I only need my id. So I emailed them my proof of adres January statement and no it is too old!!!!! Very bad service