I cant believe what they are telling me

I went to this bank that have been with for 13 years, now I want to make a loan for a car now they tell me that I need to go to home affairs just because there fingerprint scanner doesn't pick up my fingerprint now the funny thing is 3 weeks ago I got my license and they had to take my fingerprint there as well and there it was no problem so why must I go to home affairs if Absa's fingerprint scanner doesn't work why should this be my problem