No service from Absa employee

On Fri. the 6th of Nov. my husband and I asked her (Tshepiso Kutoane) for the 90 day notice form for repaying a bond before the 20 year period. Our house is on the market and we want to avoid penalty interest. First she had no clue what we were talking about. We explained and also told her that we went through the same process a few months ago with our other property. After she spoke to another employee, she eventually gave us a form but we could see that it was not the proper Absa doc. that we had completed on the 22nd of May at Absa Mall@Reds or on the 18th of Aug. when we ext. the 90 days at Centurion Mall. We wanted to be sure we follow correct procedure so we begged her to phone the Absa branch at Mall@Reds or the branch in Centurion Mall. She point blanc refused although we asked her several times. When I asked her why she do not want to phone them she did not answer me. We then asked to speak to the Branch Manager and when she refused to call the Manager or take us to him we decided to leave. We had bad service from Absa before, but her attitude is really the worst we ever experienced. We have been clients since 1973, but is seriously considering closing all our accounts.