Unhappy Customer

I have app**** for a credit card and I was unable to collect it with a temporary ID .I have recently changed over to my marriage surname and during covid duration no ID where made instead they issued temp ID. I have my marriage certificate and my temp ID with me .Why is it so difficult ? why cant they have it escalated and accepted as the incovience it's going to cause is me going to home affairs making a ID card to await 3 weeks to recieve my credit card .one advisor from the customer department told me that they will accept a affidavit and when I called the store they dont know of this process I'm tired of going in circles when this can be resolved.