Very poor, poor service

I got a new cellphone and tried to check my balance using my phone. I naturally got locked out because I wasn't using the old cellphone number. Not a problem, I called, got my balance and asked to change my cell no. I was advised I must send through my id again and 3 sample signatures. As I'm in hospital at the moment I thought I'll do it when I get out. However, my wife came and visited me so I gave her the card to buy some stuff for the home. When she wanted to pay it declined. When she came for a visit today again told me this I phoned again and was told until I send those docs through the account is frozen. I went through lots of trouble here at the hospital to get my 3 sample signatures scanned in. The only copy of my ID I had on my phone was a certified copy of long ago. I send through the docs, phoned again only to be told the certification is older than 3 months. My word, if a certification was required and it's older than 3 months I can understand. But no certification was required but just because there was 1 one they refused because it's older than 3 months. Just treat the document as if there's no certification on! How difficult can it be?