Poor service rendered

Nedbank send my card to a wrong branch, when I called the call center, i was told to send someone with a letter and original id copies, we did that and were told that the letter doesn't meet Nedbank standard, The manager even refused to speak to me and told my sister to wait another hour before he can attended to her. we contact the call center tried to contact him, he changed his story and said he want certified id copies not original id copy. I'm so disappointed with nedbank this service is very poor especially coming from the branch manager Mr Mashabela. Mr Mashabela doesnt not have customer service.