PEP staff member decided not to assist me

I was disappointed by Pep staff member ( AYANDA) at PEP CELL BRONKHORSTSPRUIT when she refused to render me the service to redeem standard bank money voucher , she ask for ID from me and I gave her my valid driver's license and she refused service to me ,she said it has to be an ID. when I check on google it is mentioned that there is no need for ID because the 10 digit pin and 4 digit pin is enough for me to be assisted with that voucher. PEP staff member decided not to assist me and I was the only client I wonder what will happen or what is happening when it is busy there is a lot of clients