Rude people and no Idea at Driving Licence Testing Centre (DLTC)

I got a notification that my driver's license card yes ready for collection at Driving Licence Testing Centre (DLTC), also review it online and it confirms that it is ready for collection. my wife when to Kempton Driving Licence Testing Centre (DLTC) as I am to of the country and she was rudely told it is not there.