Shocking customer service

My mother went to the Sontonga branch on Wednesday to send a parcel via PAXI and she was sent away and told that she needs to have the store number of the branch that she was sending the parcel to. She then went back on Thursday and was told the same thing. On both occasions she stood in a queue for more than an hour. My mom and i have used PAXI service before and have never been required to provide a store number. On Thursday she was told by 3 different consultant that they cannot help her without the store number and proceeded to refer her to the store security to help her google the store number on my moms phone with her OWN DATA, I find this absolutely disgusting and unacceptable at all. She was later advised by the security to get the number from Pep cell, she went and was eventually assisted with sending the Parcel at PEP Cell Sontonga. The consultant who helped her (Mbali Xashimba) did not ask for the store number which further shows that the previous consultants were acting in manner that does not reflect the values of PEP that we have become acquainted to. I'd also like to add that the consultants at PEP store did not have their name tags on which in itself shows a lack of pride and respect for their work. Do better!!