No real way to resolve it if he was the highest authority at that bank. From what it sounds like they just want to make it harder for you to do transactions without an atm card because it is easier on them. The harder they make it for you to do transactions any other way then their way the more likely you will do what they want, which saves them time/money. Only real response is to call up wamu's national line (or equivalent) and complain that he refused to accept valid ID and wasted your time, with any luck (and other complaints) someone might call him about it, although if it ends up actually having an effect is another matter.