Frustrated with blocked services and unhelpful front-line staff at branch

I have been doing international money transfer through Bid-vest for m ore than 5 years. My recent visit to the bank they have requested that I have finger print verification which they told me it had failed and have since blocked me to do any transfer. they gave me a document to take to the home affairs , which I did and the officer who attended at the home affairs to me told me that the information on the document was not complete, it only had transaction number and no personal. she requested me to go back to the bank and get them to add my details name and ID number on the document. went back to the branch Sandton western Union branch attended to Percy. he told me that is the only document that Bidvest gives to take to the home affairs and cannot help me. I did request to talk to the branch manager and his response was he was not available and the supervisor they cannot help me. he did not eve give me the opportunity to talk to the supervisor myself. Most frustrating is they have blocked me for further transaction and home affairs is requesting more details and are not willing to assist. One of the ladies at Bid-vest even suggested that the officer at home affairs does not know what she is doing , I could try another home affairs office. The comment I find really ridiculousness to say the least.