Bad service from Buse Khumalo Southcoast Mall branch

On the 19th of July I went to Southcoast Mall branch and the lady by the name of Buse Khumalo refused to help me. I had received an sms to collect my bank card. I did not have my ID with me since it was ****** hence I showed her the message from the Home Affairs that I've app**** for the new ID. They could have authenticated me with the finger print but the lady said I need to produce some kind of documentation. I gave her my drivers license. She still refused to help me on the basis that it has expired. My ID number and my photo was still on the license card regardless of the expiry date. I was not there to transfer or withdraw money. If I wanted to commit ***** I was not going to do it at a branch and show my face on the cameras. I trusted her with my phone when she wanted to show her manager the message that I received from Home Affairs, I unlocked it and gave to her. She went to the manager and came back saying the manager said I must go back to Home Affairs and request a temporary ID before I can get my bank card. Some people even have an option for the card to be couriered to their home address where no authentication is done but they refused to assist me. Surprisingly even the call center agents have better ways to verify if they are speaking to the right client without seeing them. My card was with them and I couldn't access my money that I needed at the time. Had to do instant money all the time which has additional charges. As a person who doesn't use the branch often I was really disappointed and frustrated by the service. One will think being with the same bank for over 20 years will mean something but No it doesn't. Can Standard bank get a better way for card collection process without compromising their security and verification. Why would I lie about getting the sms to collect the card or sms that I'm waiting for my ID?