Poor customer service

A lady approached me at northriding square looking frustrated and almost in tears. she told me she wanted to deposit money at checkers to her husband in Lesotho, her husband is left there caring for their 1yr 4 months baby and he called her earlier to tell her the baby had no food. she told me at checkers they told her to make a copy of her id and bring proof of address. I gave her my ID and a letter with my address, they still told her she could not transact until she gets a letter of approval from me. I decided to go to checkers with her using my ID I then assisted her to deposit the money after this was done I asked them to explain to us or get someone who can explain the process to us so that she can do it herself next time. they could not explain to us how it works they could not get someone to explain to us, the teller told us she does not know how it works as she is just helping out at that counter. I was really appalled by the lack of knowledge as poor service provided. we left the shop still not sure how to proceed in future. and no explanation as to why they sent the lady from pillar to post if they knew they were not going to help her at the end.