store with severe customer service

I was at truworths account to re-open the truworths account and the told me that they can't accept ID book because is torn out in the middle. I went to different institutions to opening and enquiry with this ID book like this and I was told a stupid and ridiculous reason like instead for them focusing on authenticating me about my historical with them as I had and account with them they focus on stupid things like this. The details on my ID is clear and I don't why they have to ask for stupid reason like this. I tried to contact customer care and explained the matter and while was over the phone my airtime got depleted and they never bothered to call me back to show the concern of my query.