Lazy and difficult collection agent

On 17th Jan 2022 I needed to collect a package at Fourways pick-up point. I was informed that the reference code (***) was not sufficient to collect my package - I do need a QR code. Which I could not get as I do not have the app on my phone, neither a photo of the QR code. So I am wondering, if only a QR code (or photo thereof) code can be presented for collection, what does people without smart phones do? Therefor I am convinced that the collection agent was simply lazy and difficult.