Credit Card application

I app**** for a credit card (gold) telephonically at the beginning of Feb 2023. I've tried applying online and it rejected me that is why I app**** over the phone. Thank you to the consultant that has been so helpful and kept me updated throughout the process. My application went for review. The feedback was that they accepted my application and suggested I reduce my credit limit. I was totally happy with this as its my first credit card ever. I then was told by the consultant on the phone to go in branch and do a ID verification. I went to Kenilworth Centre Standard Bank on the 16th of Feb 2023. I waited almost 15minutes to be helped, to be told which queue to stand in. I then waited 45minutes in the queue for the consultant. When I explained my story to him he looked at my ID green book and said he cannot do a verification with this book, dont I have a card? I then told him no I do not have an ID card. He looked very unsure of himself. A colleague of his heard what he said and she came and instructed him on what to do. She still made a joke with him to say that the Green books are the original! She told him to look at my ID on the system and compare it to the one in his hand and obviously look at me whose standing in front of him. She told him to make sure the picture and the ID number corresponds with the one on the system. She told him that he needs to type on the system that the verification was successful and that the ID matches the one on the system. Once he finished I asked him is this all? and he said yes. The consultant that has been dealing with my application telephonically called me today to tell me that the verification was unsuccessful, she said he was meant to upload the ID as well and she said something wasn't right and she tried contacting the consultant that did the "verification" via email. She has not received any feedback from him. She told me that due to this the application is now unsuccessful and I need to go in branch to re apply.

I do not think this is fair. I wasted my airtime going back and forth with consultants, my petrol and my time. If the colleague in the branch did not hear the consultant that assisted me when he said he doesn't know what to do with my book I might not of been helped at all. I do not think its fair that I have to go in to the branch again when this can be done alternatively.

I've been with Standard Bank for many years now. I'm annoyed because this application has almost taken a month and when I finally thought I'm at the end now I have to start all over and re apply? I must now go in to the branch wait over an hour just to be helped in store??? no ways!