Drivers license arnt a form of identification anymore

My phone was hacked. My banking app was logged into because my number changed on my sim, possiblydont at a branch level. Fnb assisted me in freezing my account asap. I went into telkom to get my number back, but according to the lady at the Edenvale Mall branch she cannot assist me at all if i dont have my ID. Drivers license and verification questions are apparently not a form of identification. I had to rush home and get my ID, only to get back to the branch, and apparently they are offline all of a sudden literally till the end of the day. This is absolutely pathetic service. For them to sit and talk to each other was more important than assisting because i was the only person at the store. I guess telkom wouldnt reprimand or take any action to remedy the situation because its just frowned upon. Absolutely no accountability. Absolutely pathetic