Telkom store manager makes own requirements for FICA , not in line with FICA act of South Africa

Currently, I am an existing telkom data contract member for close onto 4 years with no missed payments. I went to the Telkom store at trade route mall & enquired about adding a new contract to my existing contract. Consultant informed me that I needed my proof of residence & that they don’t accept statements stamped from the bank, nor would my existing telkom statement suffice, I needed a utility bill. My banker stamped my statements inside the branch and informed me that my documents would be sufficient for FICA purposes. I went back to the store and even spoke to the store manager Zanele Goma who advised that they would not accept my documents. I phoned and spoke to the telkom call center and they informed me that my bank statements from the bank even my existing telkom statement would have been sufficient reference Ntabiseng 13 May 2019 10:33am. What is going on, why do the stores and the call center say differently???? Imagine how my business telkom lost to other service providers due to the stores incompetence to other service providers. As per the FICA act: store account statement, municipal letter, levy statement, bank statement with address, mobile statement, utility bill. Since when does telkom trade route decide what FICA is, that’s not for them to decide, it’s seems they no more the the FICA act ( I should now I’m a lawyer). The purpose is for KYC know your customer and to prevent money laundering but clearly the bank account being used to pay the account for the last 4 years stamped by a reputable financial institution which has to adhere to the banking act, companies act, anti money laundering act, FICA act, JSE requirements etc doesn’t know as much as the manager at Telkom trade route. Moreover when my contract was upgraded they delivered my new modem without proof of residence last year. Absolutely horrific service all for a R99, 10GB sim. Just too painful ?.