No manners and poor service

How do this bank operate...... the way how you get spoken to on the phone after you send all the documents in and after i made arrangements with them. It is 3 weeks after i went into the branch and still no answer from anyone. I always spoke so highly about the bank buy after todays phone call were the agent said im lying wow they really need to send they call center staff for training on how to work with people and how to speak to thrm. Today is the day were im not just going to leave it there i want answers asap.