They do not have customer service

on Friday 11 July 2014 I went to this branch to deposit cash. I had not been to this bank for a very long time. I stood in the queue for about 15 minutes then went to the teller. the lady told me that I need to go back to the machine at the entrance and get a slip then stand in a queue again. I had just received the news that my mother in law passed away and was on my way home but had to pay someone's money at this bank. I was so disappointed and I asked if I cannot get the slip and come straight to them, but they said no. when I went back there was a certain lady waiting to help people at this machine, my question is why didn't this lady help me as I was coming in or is it because I was wearing traditional attire and she thought I am a low class that needs to spend all her time in the bank. I am thinking about that instance now because I have been advised to bank with capitec because of their low fees, bit how do I deal with bad service? I really hate it when people look in the face before giving good service.