ABSA Bank Bpk:Takke:Beacon Bay Retail Park 32 Unclaimed

I am an ABSA client.I was at the Beacon bay branch on 20/12/14. i wanted to draw money through western union, i was told i can't use my passport as ID(my ID book was stolen) yet on an ABSA pamphlet it states one can provide a green barcode ID or valid passport?? the vincent ABSA awhile ago accepted my passport gladly..? Does Absa not have standard rules regarding Western Union processes.this was an inconvenience as i had to go elsewhere to draw the money.