Inefficiency....whose fault

I am amazed at the inefficiency of this bank. After banking with Standard bank for nearly 30 years I am now told I cannot be verified as my branch does not have my signature on file!!!! How on earth did they verify anything previously??? Perhaps by my ID number.....oh yes they have that but now they need to verify by my signature......speechless...but still unable to get my internet banking reset until my signature can be verified.