Woolworths store card disappointing service

I made an online application with Woolworths got approved I selected the mall of Africa branch to collect my card. The lady on the phone Pearl said it was ready and just to go with my ID. I arrive at 9am on Saturday assuming it would be a quick process Keabogile the financial services says that I need 3 months bank statements . Frustrated I go get this and call the financial services team she says bank statements are not required they speak. At 9.30my kids are getting irritable I question why it's taking so long so I leave till about 10.30 so it can be sorted. I call again the team on the phone don't understand the issue. At 10.30 Keabogile has the nerve to tell me to be patient . She says head office needs to approve. At 10.48 she says there is a slight imperfection on my ID and I must get a new one IDto get the store card. Why I was not told this at 9am I dont know . Disgusting service very disappointed