Supplimentary card replace process

So I have a supplimentary card for my mother's account which I haven't used in a while...when I tried to use it..I saw it had expired in Feb 2018..

So I went to replace it at pmb scottsvile mail branch with my mother present... they consultant took account numbr down and asked for my finger print and it opened the account but I could not make a new card because they machine had been blown form laid shedding.. So I asked if I could make it at any other branch without my mother present as the account holder and I was told I could since she didn't even use my ma to open the account..So i stay far from mother hence I why I queried this..

Now I'm at the bank in Durban cpaitec game city and I try to replace it with consultant he first tells me..he not sure about this process of supplimentary card.. types the account number and asks for my finger print but can't get through...try 2 times different finger nothing..he walks to some one and comes back and swipes the card and try finger print than tells me I need the account holder to be present to do this...so I tell how it was done in pmb and ma was never asked to present anything to access the account and make new card...then asked for my ID number and asked for my finger print...and clicks on my account that I Own he doesn't see it's not the same account we trying to replace..he almost replaces my new own account..I stop him and show him it's not the right account he than says oh sorry I didn't know u had an account also at capitec...

He then calls manager and white manager comes and tells me it can't be done..it means pmb did a manager override on my mother's account in order but it was never done that way since I was dealing with a normal consultant...

Which is correct here dbn or pmb? And I need to see feedback what was done to the incorrect process staff...we are both busy and had only that day to do this while her present.. My number is ********** 581.