Is it incompetence or a complete absence of client systems management?

I have been a client of Vodacom for at least 10 years. The last contract renewal was done on 31 May 2020. Recently, the phone was lost and I signed up for a new contract, requesting a SIM swop. A few hours later I was informed that my ID number does not appear on the account and a SIM swop can thus not be done without uploading a copy of my ID. This delays the whole process by at least 24 hours. This makes me wonder how a company has been willing to entertain me as client for such a long time, accepting my monthly payment, without a copy of my ID. And how did they renew the current contract three years ago, again without a copy of my ID. Is it a matter of incompetence or of a complete absence of client systems management.