Arrogant service providers

After being directed to Lancet, Francistown to draw blood for life insurance purposes, I had to come back a couple of times as I did not meet the requirements. I contacted my insurer to contact Lancet to sort out the requirements issues at once so as to put closure on the matter. My insurer managed to arrange for another appointment which was confirmed via email by Rita Hadebe from Lancet, Gaborone. Kelebogile from Lancet Francistown called me the day before the appointment reminding me to come in the same day, I corrected her and gave her the right date and time. Upon honouring the appointment, Kelebogile gave me a terrible treatment. Firstly she asked if I had brought any forms, I told her I wasn't advised to bring any, she then immediately confirmed I wasn't suppose to bring any. She then went on a mild rant about not being registered before being assisted as this violates procedure. To be on the same page with her I asked if she had received an email from her superior about the issue, she confirmed she did receive an email requesting I be processed without registering. It became clear her actions were unnecessary and I warned I would report the issue, she encouraged me to do so