Bad Service from Thobeka at ABSA smith street

I went to ABSA bank in smith street in Durban before broad street as my mother had request I take her ID copy as well as her proof of address, so they will courier to the person who was dealing with the matter. I have an SMS that proves Agnes did say my mother must ask absa to courier, I explained to this arrogant person who is supposed to be providing good service and even showed her the SMS. Told her this was required in absa pta urgently and my mother lives far. She came this weekend just to attend this matter. Her response was \ I told your mother that she must come here herself not send anyone, koda yena ngenkani yakhe wakuletha\" we won't be able to assist. With me I had her original ID, ID copies and proof of address. I don't mind the procedure and I respect it however for her to lie and say she told my mother to send someone when she didn't and for her to say my mother was arrogant of which is a lie as well. I would like to suggest you guys improve her client service skills or she must move from that position. The reason I'm reporting this is because I do not wish for anyone else to be served like that and to lie just because you are lazy to do your work. "