Being messed around. Waste of my time.

I am extremely upset with TFG at the moment. I app**** for a secondary card for my wife and I received an email clearly stating that the secondary card holder (my wife) should go in to any TFG store and collect her card. It said the same thing in the SMS she received. She calls me when she gets there to tell me suddenly I have to be there too. Nowhere in any information did it mention that I had to be there. All information given said that HER ID is needed. Not me. Not my ID. I had to leave work and drive over there to sort it out and no one could tell me the reason I should be there