Refusal to give me my money

I went to standard bank loch logan branch today after work and was assisted by a friendly consultant who loaded a new beneficiary account without any problems.. Just after that i went to another consultant who had to help me close one of my investment accounts and transfer that money into my cheque account.. To my surprise, she told me she cannot touch my account because my proof of adress and ID are not clear on the system, what puzzles me is the fact that that very consultant is the one that loaded that ID on the system years ago.. I fail to understand how i recently managed to open another investment account, took a life cover, loaded several beneficial and made transactions inside the bank without any problems.. But now that i need my money, which i have saved, i now have to just accept that my account cannot be "touched"!!!i am extremely angry and dissapointed with the service especially because i had my drivers license with me, which i always use, i could even give her my adress but she refused to help me.. I also feel the need to state this is not the first time this happens