Department refuses to fix adminisation error

I personally went into the branch with my ID document and handed the consultant my ID, in order for them to activate my credit card status. the consultant made a copy for their records and emailed it to the credit card department to action. When I called this morning to find out why the status of my credit card has not been unwarmed, I was advised that the copy they made and scanned through was unclear and the request was declined. No one contacted me to tell me this. when I called the call centre I was advised that I had to go back the branch with my ID document again, so if they still don't have toner in their scanner, It becomes my problem unfortunately. I logged a complaint and was advised that I had to wait another 24 hours for a response even though this is not my fault. My ref nr ***, although the callcentre agent who logged the complaint understands this, they want me to go back to the branch again and will not accept an email copy. I took time off from work to go to the branch and really cannot keep going back, just because the branch refuses to stock their printer with toner. This is unacceptable, please rectify your error and treat me fairly. Thank you