Terrible Service at Century City Branch

I visited the Century City branch and waited 40 minutes before being told my name wasn't on the queue. I was then taken directly to a consultant who helped me. He didn't ask for proof of address, despite me having it, and opened a new envelope for a card. He required supervisor approval twice. When I asked the supervisor if the card would be linked to my daughter's profile, she confirmed it would be. I saw the card and verified it was active for tap and pay. The consultant only requested my ID, and the process took another 10 minutes. A few days later, the card declined. Upon calling the bank, I was informed the account was still frozen and the new card wasn't linked. I was told I needed to return to the branch with my daughter's birth certificate, proof of address, and my ID. This is completely unacceptable service.