Information not given, bad attitude

I called the bank about a week ago to order a new cheque card, spoke to a woman who confirmed all my details, cancelled my old card and ordered the new one, no issues. A couple of days layer I receive an sms saying I can go fetch my card and to bring my ID. I am a student with a very busy class schedule, so this morning I went to fetch my card skipping a class in the process . When I get there they refuse to give me my card saying I need to hand in a proof of residence, which I do understand but in 2 separate telephonic communications from SB no one told me this. Now I have to skip another class or maybe 2 tomorrow, go stand in a que for another 45min just because SB did not give the proper information over the phone. The woman helping me was also rude and condescending as soon as I raised the issue.