Why Does My Bank Hate Me?

I had been in contact with Nedbank Card Division, as my credit card expires at the end of March. Nedbank sent me an sms to say my card was ready for collection at the Queenstown branch, telling me to present my green bar-coded ID. I phoned the call centre on 16/3 to ask them WHICH of their 2 branches in Qtown my card was at. I travelled 58 km to Qtown (nearest branch) on 17/3 and waited in a queue for 35 minutes to collect my card. Nedbank refused, as I did not have a proof of residence with me. I waited and spoke to the Team Leader, Thembeka. She was totally unhelpful. I explained that I could not travel 58 km home, and 58 km back again, just to collect a proof of residence. I showed her the sms from card division that told me to bring my bar-coded ID, but mentioned nothing about proof of residence. I pointed out that I had received a replacement debit card a few weeks earlier, from their other branch, without proof of residence, but she kept repeating \the system will not allow us\" over and over again, My card expires at the end of this month. I have spent time and money on fuel (116 km so far) to go and collect my replacement card, and Nedbank will not take any responsibility."