Unreliable

I went to the bank to reset my token pin number ,they couldn't help me coz I did not bring my bank card .They guy who was helping me change the token to the cell phone app without telling me .I only find out about the changes when I phone their call centre. I went to the bank to the bank for inquiries and I was told to bring the form with the guys name .Luckily for me on that same day I was doing the bank form for work so I have all the details .Yesterday I went to the branch again only to be told that the guys has been move to the other branch and if I want to replace the token have to pay for it . Why should I pay for their mistake .I don't think is my duty to deal with the guy who change my token to cell app