Pre judging of clients

My mum was there yesterday at the capitec branch in Trade Route Mall to open a new account and the lady standing at the door told her that her ID looks old n has been glued together. Now you tell me if this is how clients are treated because firstly my mum is an elder in the sense that she has been treated like this because obviously that lady knew she doesnt know what to do if shes faced with this type of attitude and not even knowing if this is part of a policy or whatever the case might be as i believe she has been treated ugly. Besides the fact that she was told to go back she actually opened and account at ABSA where she was assisted fully with the same ID your sales people confirms as glued and damaged. This is not the kind of service we need as this needs to be dealt with and im sure this is not the first time this has happened and i hope it ends as at some point it just brings ur reputation at a low standard.