FNB Cornubia & Home Affairs agent disrespectful service

I had a online application done for my nephew to have his new ID Application done and after submitting all the required documents I was able to get a booking at the FNB Cornubia Mall,My nephew was adopted by his grandfather whom went with to have the fingerprints done, First time my dad being older and unwell was rudely told that they cannot help him he needs to go find the child's parents & they are to come in with their IDs,Dad tried explaining and was turned away,I made a call to the manager at FNB Cornubia Mbongiseni Magagula whom I expl5the situation and he said when they go in the next time and if they have the same problem to tell the Agent to call him,I had a booking done for the 29th July and tried calling the Manager from the 28th with no answer eventually he blocked my calls,I sent him a WhatsApp from another number which he ignored until now.whem my dad and nephew went in for the 2nd time on the 29th I was absolutely horrified as my dad has a heart condition and struggles and he tried so hard to ask the lady doing the Home Affairs fingerprints in FNB Cornubia was so rude to him and said no I will not speak to anyone,I work for home affairs not this place and he tried to explain and she was arrogant and rude and chased him off as if he was troublesome,I truly have no idea on a way forward as my nephew is adopted and I have the documents uploaded all they needed to do was capture the fingerprints and again they were unsuccessful and treated with such disrespect which made fuming as I was in the line and dad asked her to speak to me and she was so rude to him,this is unacceptable and I have no idea how to move forward especially with my nephew already 17 and twice being unable to have his prints done.