Unreliable and inconsistent document requests

My husband had an appointment at 9:30 this morning for a spousal visa reapplication. He painstakingly gathered all the documents listed on your website's checklist. When he arrived for his appointment, he was told that, while the checklist says he needs one salary slip from me, he actually needed three consecutive ones. He had to leave the queue to print out three slips from me. When he finally got back to the desks, he was seen by a different person. This person told him that he also needed a copy of my ID and a letter of support. This was not listed on the checklist, and the first person he spoke to made no mention of him needing it. He is currently waiting at an internet cafe for the SECOND time to print out these documents. This is entirely unacceptable. Why have an online checklist at all if it is incomplete, and why would staff ask for different documentation depending on who he sees? It is nearly noon and it seems like he will be stuck there all day.