The cashier that knows better than management

I completed a credit application online for a laptop I wanted to buy. So Incredible sent me a message stating that I need to take an ID, Driver's License or Passport to their branch in Vaal Mall. I get there and after waiting for forever to be assisted (combination of numerous customers and slow staff), I was met by the Financial Director herself, Lerato, who upon seeing me driver's license (despite IC email stating it could be used, and despite another IC branch assisting me in early December with only my license) starting oohing and aahing. She practically told me about 7 times "I am afraid it won't work" to which I kept on replying that it worked in Sandton, it will work in Vaal Mall. Only once I told her to stop making excuses or cal lthe manager to come and assist me, did she wake up to the fact that the drivers license would work. So the next morning I was pestered by the IC credit department who told me that Lerato captured information incorrectly by swapping my name and surname around. I phoned Lerato and was told that it was the credit department's fault and not hers. Lerato needs to be removed from credit applications to an area better suited to her talents, as credit applications are clearly not her strong suite. I cannot understand how a credit application can go down without any issues in Sandton, but go to Vanderbijlpark, and suddenly there are issue upon issue. How do you employ staff that cannot even complete an application correctly and is adamant that she knows better.