Bad customer service

On Saturday morning on the 11th of November 2017, my nephew woke up in the morning to go open an account at Capitec Bank in Mayibuye Tembisa branch. He was turned back and told the copy of his mother's ID was too light and they couldn't accept it. They didn't even try to scan it in. He came back with a copy of his father's ID and traffic fine letter. The manager turned him back and said she couldn't accept it. I had to drive him back to the branch. when I asked the manager why he was turned back the manager said the letter didn't have an issue date but had a print date. I asked her if she called help desk, she said no. I then asked her to call help desk and ask them if she can accept the letter as proof of residents. They said yes and they must use the issue date. If this branch manager is such a CEO, how can she lead by example? HOW CAN THE SERVICE CONSULTANTS BE BETTER CEO'S IF THE BRANCH MANAGER IS NOT ONE. Its not the first time I experience such service from this branch. On the other hand Tsumbedzo the guy who opened the account for my nephew was good. client comes first I give him 10/10. Explaining global one in context to the need 10/10. Connecting with the client 10/10. Upsell and cross selling 10/10. Please thank him on my behalf. He behaved like a CEO.