Bad service and unreasonable decisions

I regret opening an old mutual money account. I went to the bara branch this morning to request for a new card since I cant find it. The lady at the front desk and the manager was very rude and not helpful at all. They asked for my ID I explained to them that I don't have it with me but I do have a copy on my emails and I need my card urgently because am going to work. They said no we want the physical one, asked them what is the finger prints verification machine used for ? And why other banks would assist me using that machine and my copy, they said they are not other banks instead I should go there. The old mutual customer service ruined my day just want to get my ID some other day go to another branch to close my account because even if coming with an ID document its their procedure, I got the app on my phone, copy of my ID on my emails plus they have my fingerprints. I feel like they just wanted to prove a point so since that company staff is like that I am out.