Staff not informed

My son is 12 years and I just picked his latest glasses from Specs-Savers which should have been under Kids Right to good sight, instead it went through medical aid and had to pay an extra cost via EFT. From the beginning of the process no one picked his age or advise that the child should have come through at 'certain time' in order to qualify for the Kids right... When querying this, all I was told was my timing wasn't correct. My kids glasses are fine, was just not happy with staff who aren't knowledgeable to at least advice or assist client before processing