Old Mutual is a HUGE problem!!!

Today I went to Protea Glen Mall to get assistance with changing my cellphone number and Molebogeng Makgetha the assistant who was friendly went to her system and took my fingerprints and printed some paper and said that I am not registered on HANIS, she tried explaining and all but what confuses me is that when I opened my account, my fingerprints were not required and I was assisted but suddenly I go to protea glen mall branch they print that paper and expect me to just understand. At first why wasn't it communicated with me from the word go that they need my fingerprints, why was it that it was so easy for you to open my account without fingerprints and when I need help you need my fingerprint, what is it that you going to confirm because you never took one at first, so all I need to know is that why such big companies and their employees take advantage of us when we need help, so I no longer need anything from old mutual but please assist with closing my account that's all.