Double standards

On the 2nd of March I lost my bag with all my personal details. Called them to stop the card which they did.Went to woolworths Eastgate directly to apply for a new card , they did not want to assist me but at the end I spoke to a lady on the contact centre and we did some security questions., they advised I will get an sms to fetch my new card, told them I have temporary Id witch they say they don't want it,but if I can come with a piece of paper with an account to pay they would allow me to pay .but they don't want to give the card how will I be able to pay them this month without a card? They do what suits them as long as money keep coming in