Inconsistent Authentication Process /Inconsistency

For the past four year that ive been a treasure ,i have never been asked to confirm the cheque number that we issue for our members,suppliers and our deceased families.

First time yesterday that Haartebees branch refused to assist the daughter of our deceased member because all three signatories didn't know the cheque number. Its not an individual cheque its the guild of the church.

You cant call us during working hours and expect us to know the cheque number. I am miffed with the experience of yesterday as the supervisor,decided to put me through to her leader and didnt even have the courtesy to explain to her leader.

I must admit am dissappointed of yesterdays conduct as we never had this challenge at all. we have members at rustenburg and we even do business with suppliers from jhb and this has never happened.

Yes,as a financial institution you want to protect us,but be consistent. We all gave the information of the amount and the surname,surely that should be sufficient as we are not in the same place when you contact us.

Its critical to be effective.