FNB PORTSIDE PASSPORT APPLICATION - RUDE RUDE RUDE!

My wife and I took our son to FNB Portside today, to capture my son's biometrics for this passport. We did the application and payment online. No where did it say that we needed to take his birth certificate with or anything else. It only required the booking/ref number. I took a copy of his birth certificate with me anyway as well as his previous passport and our ID's and marriage certificate. The lady turned us away after sitting there for an hour with a horrible attitude, she clearly is not interested in working or being of assistance and now I'm unable to get a new appointment after already waiting 1 month for an appointment. Seems like I might only get an appointment in 1 month's time by then I would've exceeded the 60day period and I will probably have to pay again and go through the entire process again. Is there anyone that can assist me with this as I feel like it should've been communicated better what I need to bring with (i.e ORIGINAL BIRTH CERTIFICATE) - The service was just TERRIBLE! Before it was a pleasure at Fores****, but at Greenpoint, it's disgusting.