Not helpful staff

Iw as at the @Home shop in Cresta on Saturday morning, to collect my fiance's card because he app**** online and was approved, as he got a text message that said he can go to any nearest store to collect the card. When we got there they did assist but then gave us problems because they said they had to email all the documents to Head Office before he can get the card, after we have gave them a reference number for the approval and everything,. Then they had a problem with one of the bank statements because it was not a Feb one, we told them we did not receive it a s yet, they were not very friendly and helpful. I am very disappointed with them, how can you tell is we are approved online and when we go to the store to collect the card, all the documents must be sent again for approval? We did explain this to the lady and she just said, well there is nothing I can do, we must email it again, this is now after we gave the reference number and showed the text that we got. There is obviously no communication between the two departments at all.