Buying an online ticket for another person - it's ...

Buying an online ticket for another person - it's technically done, and you're being punished for it practically because the controller does not know this feature and demands an "original" one.
I bought a full-time monthly ticket for my brother through my HVV account and this was not on show on a smartphone
accepted. My brother was punished even though he had a valid ticket. No one from HVV service could help us, just left to right, very rude. Both by phone (they just hang up, say it's not their problem) and on the spot (I should call the number). How can I validate this ticket? He also presented the proof of purchase but also this was not accepted. The ticket is personalized in his name and there is a barcode. My brother uses my HVV account on a smartphone. In the app, only my photo is in it. The app gives the possibility to buy a ticket for someone else. Please help! That can not be true that I buy a ticket for 109 and this is not recognized!