Absa maponya mall horrible experience

A customer for over 20 years and this is the service we get from Absa South Africa. An incident took place where my dad withdraw money from the Absa atm at Maponya mall unfortunately the ATM failed to dispense the cash but the full amount was removed from the account . We than proceeded to get assistance from inside the branch. We explained the full scenario to the consultant who from the start was not very helpful .The lady was extremely rude she shouted from the start saying this won't be resolved now we completely understood and asked what the procedure is she proceeded to be rude that's when I mentioned I'll try getting help from the ombudsman. Another lady came and started speaking to the one assisting the proceeded to laugh and she mentioned that I can go to the ombudsman or whoever even the police . That's when I reached my phone to record this absolute disgusting customer service the second lady grabbed my phone pushed me and insisted I delete the video

My question on behalf of all customers is one Is this what Absa will allow is this how customers should be treated as customers in SA do we not have a voice. We the reason this bank is operating we pay fees the service is not free.