Paid for an ID application I didn't request

I visited Department of Home Affairs Brakpan today 22 June 2023 to apply for adding another name on my identity profile. I was given a form by a security personel to fill in and return back to him while queuing outside. After a while the security returned the forms to us with numbers (queue number). We were then called to go queue inside and then directed to go queue at a photo booth and took photos. After a long wait my number was called to counter 5, where I explained the purpose of my visit (adding another name to my identity profile). The gentleman at counter 5 captured my information and when done he directed me to go pay R140 at the cashier which I did. I continued waiting to be called again to finalize what I came there to do. To my surprise I waited some more without my number being called. I then went back to counter 5 to understand what is happening and only then discovered that the information captured was for an ID application and not name addition that I requested. The matter was taken up to the branch manager where she indicated that she's unable to refund me the payment made as much as she acknowledges that its a fault from their side. My concern is how is DHA unable to make refunds when it is clear that the fault was with them.