Western union

Hi, for past few years I have received money for my birthday from my friend in Los Angeles via Western Union. Up until today their service has been excellent! As usual, I received notification from USA to collect my gift at Western Union.The branch where I usually receive it from in Kenilworth center has closed.I was told I could do it at Absa, but they wanted me to open an account first and as I already have a banking account declined.Then they wanted documentation which I do not have as I have no accounts in my name.Needless to say it was a complete waste of time.From Kenilworth center to Lansdowne then all the way to Cavendish.TThe sales lady at door was very friendly and professional.When I got to teller, her face already looked miserable but that is besides point.SShe asked if I had prior transactions with them and I said yes. Then she asked for a reference number.. Which for past few years has been a secret code or pet name that my friend uses as reference and I will repeat when asked. Sometimes they would ask sender details, no problem and I got my money. I tried explaining this to teller but she was adamant they need a tracking number. She has all the details in front of her including password/nickname plus my I.d. I even showed her original message from USA with all the details including her name but she wouldn't budge. I told her this was first time they asking for a track number as we usually use nicknames as reference.IIt shows on her screen so and I gave correct word. Bearing in mind the cost of getting there and it is night 2am in LA. She also said I will not be helped because I have a green ID book.. I should contact sender, get a reference number and come back. Same day.. Impossible! This person is sleeping, there is no way I can come back again and it is costly.. If I come next day I won't be helped because of my ID. I have never had a problem with it anywhere before.Neither have I ever had a problem with Western union either. I am on system, I do not understand why she turned me away.. SShe did not even want to meet me halfway! I am very disappointed besides being angry that I wasted over R100 just to get there.. And another going home. Same applies if I return. I do not have that kind of money to waste.. I do not know when the rules changed in south Africa because it was accepted and sent from LA with only a nickname as reference.. So how on earth can they ask for a tracking number when it says.. "security question" and I have to provide it.. This is not acceptable and totally unfair. I suggest the teller goes for customer service classes as she was abrupt, did not listen to me and had the nerve to say my ID is no longer valid. Nowhere in bank does it state so. I have no idea when I will have the fare to return to Claremont as I live far from there. One star I rated is too much.. Very bad service indeed!!!!!