Over promises and under delivers

My husband app**** for an rcs card. When he was approved we were told we he needed to collect his card from the store with I'd book. This morning I phoned the call centre to explain that my husband's drivers licence, I'd book and passport had been ****** and asked if there was an other way we were able to collect his card. After speaking to her supervisor the consultant advised me that we needed to send through a certified copy of his passport with a copy of the affidavit for verification to head office and we will be able to collect the card. After taking two hours out of the day to have this done we phone to find out what store we need to collect it from just to now get told They can't give us the card without the original id. I want this resolved as they have promised one thing and then turned around on their own word. We understand that companies have policies and procedures to follow, what we don't understand is how the rcs will accept an uncertified copy of a document but will not accept a certified document from the south African police services. Pathetic service truly.