Bad service from Florida Rd FNB

I had to get a confirmation letter from FNB in order for telkom to process a refund for me. I went down to Florida Rd Morningside Durban FNB as it is my branch. First you need to wait at the gate to see if and when the security guard will open for you. I got to the front desk and I explained to the rude lady what I needed. Her reply was What?!? I explained again and this time the reply was if you want the letter go online and get it yourself. When I got back to work I logged a complaint about the service. A while later I received a phone call from Linda who said she was the area manager. She said she had phoned the branch and she stands by her staff and sees nothing wrong in the way the request was handled