Bad Service received from Information Desk

On Saturday 04/11/2017 I went to Standard Bank - Musgrave to collect Blue Bean credit card, I received a call mid October about my card that was going to expire end November. They requested the closet Standard Bank branch they can send the card to. On the 24 /10/2017 I received an sms advising that my card has arrived in Musgrave I must collect. When I arrived I gave them the I.D and my proof of residence. They advise that the person who does verification was not at work on Saturday. The consultant asked the lady that was assisting on the floor if she can accept the proof of residence, the lady said my proof of residence doesn't have issue date which was not mentioned on my call in October. The consultant went and came back with the second lady who looked on my proof of residence and they asked me which bank do I receive my salary with and they asked me to go that bank and request a bank statement with a proof of residence. I asked them about the cost implication on printing the statement who will bear the cost. They told me that because I have one account with Standard Bank they won't be able to give me my card. The part I didn't understand is that I also have vehicle finance with Standard Bank. What I am unable to do is to do futile trips to Musgrave as I am not sure what they will require next time that I won't have on my proof of residence. I asked them to return back that card I a won't be able to do up and down to them. The other lady not the consultant told me that after 55 days automatically they will send back the card.