Such a joke!

I sent a request to be contacted for a loan. I received a call from Shanaaz who called me to complete the application. My salary is paid from an FNB account directly into the std bank acc for the last year. I have 2 loans with this bank and an overdraft and today im told that before she does an application for me i must send her my ID, 3 months payslip, 3 months bank statement and proof of address. Now i am employed by a bank and as per NCA this is not a requirement. I would also be happy to send this through if the application was first approved. with the 2 previous loans all I had to do was forward my payslip. when i ask her why, she says that she doesnt know why the other agents did not follow the same process but this is what she was told by her team leader and this is the training she got. What an absolute joke this is. what would we possibly require proof of address for???? its amazing how the customer service at std bank sucks...and clearly the agents and team leaders no nothing about the NCA requirements .