Please re- train the staff at home affairs and give them a potion people skills and customer service

I received the sms to collect my passport and id, the sms did not say anything about booking to collect. I got there I was rudely treated by the security guys asking with an attitude if I have booked. When I tried to show him the sms to collect he waved a had at with a gesture that says I should step aside because I did not book to collect. When I ask how will I know I should book if it was not communicated to me that I should book for collection, he showed me a ton paper on the wall and said I should have read that message when I came to apply. How will I know the rest of the message on a ton paper I asked him and he and one of the staff member gave rude answers claiming that I should have known that I need to book for collection