Service people

I called Capited this morning and inquired on what documents were needed in order to open a savings account for my 16-year child. After receiving the relevant information from the very nice lady, I printed what was needed and went to the bank later the afternoon with my child. Got to Capitec bank and was asked by a very bored looking person standing in front what I was there for and I told him: to open a savings account for my child. Then he asked me if I had thechild's ID and I said no, I have his birth certificate. I produced said documents to which he reponded it's not valid as the parents name is not on the certificate.

Well then, the lady this morning had not advised me that I needed a special birth certificate to open the account with. I was a bit lost for words. What really threw me though was the next thing he said: Why don't you just go for the ID?

What is the matter with you that you ask someone something like that? Do you know these people you are dealing with? Do you know their circumstances?

Maybe I'm being a bit hasty and sensitive here but should that not have been dealt with differently?