Incapble Persons

I phoned this morning headoffice to make sure I have the correct documentation to get a supplementary card for my husband as he is going away for a month. When I got to the branch the refuse to help me as I did not have the all correct documentation. I can not drive home get it and come back as I live to far away from town. I am being penalized for the head office outing staff on duty that us not properly trained. I do not think people like that should be in charge of my money or anybody else's