Bad Communication Services

Had to take delivery of credit card - my schedule unfortunately hampers me from doing so - so I asked a relative. Sent them to the bank with my original I.D, a written consent number, contact details, and my signature. After sitting in line for an hour the bank says they cannot issue it to the proxy individual AFTER i received confirmation from the STANDARD BANK HEAD OFFICE that it is okay to send somebody else with he necessary documentation. What stupidity and incompetence is this? Miscommunication, horrible client information services. Poor and sickening.