Double standards or incompetence

I accompanied my father to the Brackenfell branch to have his bank card replaced. The consultant struggled to obtain my fathers finger prints. His name is Ched, he was very kinf and patient. Much more than that of the manager of the branch. Ched asked for his assistance to override the transaction. The manager claimed it is someone elses fingerprints who has signing powers on this account. What a load of ****. The fingerprints was my fathers when the account was opened some years ago! My fatjer turned 86 this year and obvious with age all deteriates. The manager was adiment that it was someone elses fingerprints. My mom does not have fingerprints either. I know at the Tygervalley branch the manager has the write to override the transaction if no fingerprints exist. Why do branches have double standards or is he not competent to perform his job? Thanks for your assistance snd help Ched, you really tried to asdist us.