I'd be pissed if I did 1 of 7 very simple things with very detailed instructions on what you need and people continually come in without their power bill or proof of residence, or things from the wrong point value column for a real ID. Or an unsigned bill of sale.

For real, just read the website. Do the thing.

On the other hand, the workers do these thing 100 times a day, and the average person goes once every 4 years or so. There is a knowledge gap. Then people ask if they have to correct their mistakes and come to the front of the line or wait again. Then tempers flair.