I'm shocked at first national Bank how they treat old people

How can this bank first national Bank Newtown park branch allow an 81 year old woman to stand in along line then not able to help her with her online banking and send her away not helping her is this how first national Bank treats the valued loyal customers and another matter they said after 20 years she must cancel her fully paid for bond then she will only be able to get her title deeds I'm really angry and upset how they treat elderly customers terrible service