Capitec Diepkloof Square lack of service

I have a torn 200 note missing two small pieces on each corner that i was told i cannot exchange, branches in Woodmead retail park and Carlton centre have this function but a consultant by the name of Boitumelo says "Capitec bank does not have that function" and that i should visit the reserve bank to exchange one damaged bank note, it is very disappointing and a huge inconvenience that i have to travel from my home town Diepkloof using public transport and head to the reserve bank to exchange a note, i would have hoped that the bank sufficiently trains its staff regarding these rare occurrences

Reference number for this incident is ***