Burgersfort FNB smart ID

I went to FNB burgersfort for my smart ID visit after booking on the department of home affairs website. The booking confirmation was send via email instead of sms when I got here a lady by the name of gave me an awful attitude shouting that she wants the sms booking and I opened the website info my phone to show her I booked and it’s confirmed she adamantly refused to help and said she won’t help because my booking doesn’t show an sms. Where the hell am I supposed to get an sms if they decided to send me an email instead. We have normalised this kind of behaviour from Home affairs employees but from someone who works at a bank branch what business is this