Poor customer service from representatives

I had joined the Old Mutual Rewards programme in order to better my financial education. I got to a point where I was looking to redeem points off the rewards programme however the system at first was unresponsive then later it gave me an error stating "Please send the necessary documents (copy of your South African ID and your proof of residence that is less than 3 months old)". I followed the instructions and was given a reference number ONT***2 of which I was responded to by a Luche Schroeder stating "We could not verify the authenticity of your documents and as such, your verification has been declined." I then proceeded to make contact with their call centre on the 17 July 2024 and I spoke to a consultant who I let know how insensitive the email I had been sent felt to which she apologised on behalf of her rude colleague as she claimed her colleague made use of the wrong words and had not intended to be offensive. The lady on the phone proceeded to tell me that her colleague was meant to say that her colleague was trying to say that my documents needed to be certified however I informed the lady on the phone that nowhere on the disclaimer had there been mentions of certified documentation as the disclaimer only stated "send documents" (as per above insert). The lady then said that there was nothing she could do unless I sent certified documents however I told her that it was an inconvenience to me as I have to be running around like a headless chicken all because I had been provided with incomplete information and also how I felt that their processes were discriminatory as some individuals have to undergo this process of sending in documents to verify their existence whereas others don't need to and it would have been more fair if it was required for everyone to send documents of which she tried to justify why only certain individuals had to do it and not all. In the end I elected to just not redeem as the level of inconvenience it would result in and the lady just said that it's fine by her and did not try to assist me in getting a resolution.