Disappointing in service after praising Capitec all these years

I wanted to deposit a large amount of cash at the ATM N1 City branch Cape Town on the 9th April. The ATM was full so I was unable to, I then proceed to have the cash deposit over the counter but request ATM deposit rates (not my fault ATM is full) The teller then request that I speak to the manager, Justine. I asked her if I will get ATM rates if I deposit the cash over the counter, she said she needs to send the request and will know within 24hrs?, previously same thing happened and I was assured of reduced rates before I deposit the cash. She even suggested to deposit at another branch, which is ridiculous given the security risk. I did not appreciate her unwillingness-to-help attitude. It is now 3 days later and still no communication regarding request.