Appalling service

I went to American Express to make a payment. From the onset the teller had an attitude. Nevertheless, I completed the necessary form and gave her my Utility bill and ID doc . She said that she could not accept my utility bill because it was in my husband's name (even though the property is registered on both our names). She advised that she need a letter from my husband stating that i live at the same premises. Naturally I wasn't impressed (as I even offered my marriage certificate as proof) but called up my husband up and asked him to email me a letter. After waiting for about 10mins for the email to come through, she then decides to mention that I needed to have a hard copy of the letter (btw she had overheard me asking my husband to forward an email). So I asked if the letter could be emailed directly to her. It was a point blank 'no' it needed to be a hard copy. In this day and age with technological advancement, I simply can't understand why?? I work in the financial sector and we receive documentation electronically, not to mention that I've sent funds through Western Union previously and they had absolutely no problem receiving my utility bill via email. Absolutely backward