Bad bad customer experience

Bad bad experience at Telkom Mobile Maponya mall, 1st when u go there u have make sure that you have at least 3 hours to spare, doesn't matter what you are going there to do. I have went there twice already and I still have not had any joy. My curse is only wanting to change my debit order acc. I'm now having to jump through hoops in order to pay my installment and protect my credit profile. 1st time I went there, they let me spend 2 hours on the queue, only to tell me that i needed to have my ID and bank account statement. No one told me this when I got in. I took that with more than a grain of salt but I accepted the situation for what it was. Went back earlier today and now I do not have my ID cause I lost it earlier this week. I get told that they can't assist me. I mean, i don't have an ID but had my drivers' license. No one is even trying to hear what i have got say. So am I supposed to miss payments until I get a new ID? Bad bad customer experience, i sure hope i can get someone at a higher level to intervene with the situation there, the employees there have no obligation to serve the customers of Telkom. Especially the managers.