Lies by consultants causing major inconvenience

On Saturday 28/12/2019 I went to Capitec Mall of the North to open an account for my daughter... the consultant that was assisting me was Pauline. She entered my daughters details on the system, then entered my details, the system requested fingerprints and she asked my daughter to put in her fingerprints when it should’ve been my fingerprints entered. The system then didn’t allow her to continue with application. She asked me to come back to branch on Monday 30/12/2019, which I did. Then when she attempted to open account again she was blocked from doing so, pop up message on her screen said there was a document required, she called their call center then said to me “I’m sorry I won’t be able to open this account coz there’s something wrong with your ID and you need to go to home affairs to sort it out”. I explained to her I have an account with Capitec and recently opened it and she had shocked looked on her face, I then asked to speak to manager who also backed up the consultants lie that my ID had an issue and I needed to go to home affairs to get Hanis document, and from my knowledge this document is used to verify fingerprints, which means the mistake the consultant did caused the system to pick up red flag because obviously fingerprints didn’t match with home affairs because she put my daughters prints.... and instead of apologizing she made stupid story about an issue with my ID and her manager supported this nonsense. I think your clients deserve better, acknowledge your mistake, apologize and explain DONT LIE because you think you know better!!!