No help with green id book

I went to open a bank account and I could not be helped because I have a green id book and my id card application is still in progress at Home affairs. The bank consultant told me the id is ready for collection at Home Affair and I drove all the way there only to find out it's not, and the consultant was sure the id is there. Home affairs consultant told me the bank does not have such access to tell me the id is ready for collection. They waisted my time and my fuel with this run around and at the end they could not help me. It is such an inconvenience and does not make sense to me that the bank refused to assist me.