Terrible service from Wilson at Airlink Cargo

We were trying to freight birds with Airlink Cargo to Uppington, within South Africa, which we always do with Airlink Cargo with no issues. We followed the process as per normal and received confirmation via email so all was in order. When we got there this morning at 5am, Wilson Ngwane who was assisting us on email and confirmed everything, was extremely rude and unhelpful. He asked for the permit to send which we showed to him, then he asked for the receivers permit which we also showed to him as the receiver sent it to me. He then refused to accept it like that and said I need to bring through a printed version. We asked him to print it and he said its not his job, so we were unable to send the birds. He has a printer there, so why could he not print it. He also did not mention anything on the email when he confirmed it, we just received the booking confirmation. He was extremely arrogant and rude and refused to also give me his superiors contact details. It is not easy on the birds as well to keep taking them up and down, it stresses them out and we are also not close to the airport and need to now go back. Another friend of mine went to SA Cargo today and had no such issues of permits or anything. And this is also the 1st time I was asked for this from Airlink Cargo...so when did the rules change and why was I not notified when Wilson was liaising with us on email. It also took us 17 emails between Wilson and ourselves before we could even get a booking confirmation, but nowhere in those 17 emails did he say anything about permits.