Bad customer service

I'm very disappointed with the service my mom experienced at Game store in Westgate mall. She went to apply for a pensioners discount card, with her ID and SASSA card, she was told that she needs to bring a copy of her ID. I fail to understand that an elderly can be sent back home because she didn't have a copy of her ID. I don't believe that a store as big as Game doesn't have a photocopying machine or rather advise her to make a copy at postnet, which is right opposite the entrance of the store. Few months back my sister bought a TV at the same store and a copy of her ID was made at the store, what's so different that my mom couldn't get any assistance? Or is it because she wasn't buying any items? Its unfortunate she didn't get the name of the lady that was helping her. For a pensioner to spend her grant money for a taxi to and from the mall, and not be helped, is very disappointing...