Update on WAMU ATM card

I am getting spotty customer service at the WAMU branches. I never received my ATM PIN in the mail as I was supposed to so early last week I called customer service. I was told that I could go in to a branch and they could provide me with a PIN. On Friday I went to a branch and despite how understanding and nice the people were about my PIN situation I was told that they would have to order me a new one to be mailed to me. I left and drove to another branch location and was greeted by someone eager to help me resolve the issue. He promptly inspected my ID and left me run my ATM card thru a machine whereby I could choose a PIN. Problem solved. I do not understand why the first branch could not have done that.