My wife put real id as a requirement in the form f...

My wife put real id as a requirement in the form for her driver's licence. This was checked at the documents check point. But the lady on the counter said that they could not process real id for the new licence as my wife did not tell that real id was required at the docs check point. Even though she explicitly marked as requested on the form. The lady at the counter would not budge even though all the required docs for a real id were presented. She kept saying nothing could be done. My wife even offered to go back in the line and verbally communicate at the docs checkpoint that real id was required. But she was not allowed to leave the window!! The lady would not give back her documents.