Disappointing Service

Last week Friday I ordered a new cheque card over the phone as I misplaced mine , I called to follow up today and the card was delivered to centurion yesterday. I wait in the queue for around 40 min only to be told I cannot collect it as I needed my green Id book and a proof of residence. why was I not told this when I ordered the card? or when I called to enquire when it was delivered. what upsets me more is that I was in the centurion mall branch a few weeks back , sorted out my internet banking updated my cell number and email address but no one said to me what the consultant said to me today , that the details they have on record are no longer valid ? why do I need to resubmit address details that I have not changed and how can an id copy you have on the system not be valid any longer. I needed my card quite urgently as I needed to get my daughter that is not well her medication !!!<br>