Nedbank band service

This bank has no idea what customer service is. I went to Nedbank woodmead branch to collect my partners card as he is away for work. Went with all the required documents and Identification in order to collect the card. The consultant assisting me first had no idea what to do then her manager comes to assist, they then tell me my partners account has no ID or signature on their system so they can't verify him. I then asked them how it is they've had his account for 5 years and there's never been an identification document loaded or signature? They look a me and say they don't know, how am I supposed to get any answers if they don't know? How can they work for a bank and not know why a person can have an account for 5 years and not have his identification loaded on it? Is that not *****? How have they allowed my partner to then use his account with no signature or identification? I asked them to check my account and they also said mine has no ID, so I asked them again how did I open the account with no ID they also said they don't know. Nedbank your employees don't know how people are opening accounts with no Id's loaded on your system please explain this.