Insulting customer service from both the Branch and Head Office

This morning I send my wife for our monthly routine issues. When she get to this trust bank in my family to draw money at their branded ATM ,she recieved the one note's piece is torn, she quickly when to the Capitec Branch in Bethlehem town for assistance they failed to assist her because they want her to produce a "costly effective" slip. The branch also failed to contact their H.O as they claimed to procedure ( Ntshiuwa Connie, consultant at branch)

I also call their call center and spoke to Nelisiwe Tshabalala who was also reluctant to assist in this regard, saying she had to speak to my wife but can't call her because she is at an outbounce call center. Why did she suggest she want to speak to my wife....

The bank's overall service show their is no sense of agency on their side. They don't care of how much we value the Capitec Bank.