How can we ensure you do not get assistance or come back

How can we NOT help you! I app**** for the Smart ID and had an appointment for beginning of January – which I was unable to get to. I was about to reschedule the appointment but remembered the bank is able to assist without a booking so I called to confirm. I phoned the branch on the 19th January 2018 and was told I may come in any day between 9 and 4 but I should make a booking online in order to obtain a barcode for them to scan. On Saturday 20th I was told that the home affairs counter is closed on Saturdays. I asked again if I may come in without an appointment and was told again “any day between 9 and 4”. I was at the bank at 9 this morning and presented my ID and booking form and was immediately told they cannot help me. The first lady I spoke to gave my ID etc to someone else and walked away. The second lady who assisted me started to listen and said “let us help the people who have an appointment and then we can see what we can do.” and gave my ID to the man behind the counter. (I agreed) She had also spoken to the manager who just said “we can’t stand for that”. The man behind the counter eventually pushed my ID across the counter and said “take your stuff!” After helping a family he then said “bring your stuff so I can show you and you can be done. When he swung the computer screen around to show me I didn’t have a booking for today I picked up my ID and told him that they are not understanding what we are saying and don’t want to. I am well aware that I did not have a booking for today, so was the man behind me. I was not assisted in any way. The information provided, in black and white, is not what is apparent for this branch. From the manager to the floor staff – no one was interested in listening or assisting but all we got was a condescending attitude. I am sure we are not the only upset customers. I thought this was a great branch but am very disgusted by the lack of help. The DHA website states that this branch can assist as such, they confirmed this when I called and the consultant at the door re-iterated this. Why can we not be assisted as stated?