Disappointed client

I sent my spouse to payout the lay buy we made. He was sent back as I'm only person whom should pay out since it was my ID number that was used to make lay buy. He had proof of purchase and my license but the staff refused to give him the items. He tried to speak to manager, She said" there is nothing I can do" All this happened at Edgar's East rand mall. Please fix this. 🙄🙄🙄