Staff making own rules at bank

I received sms from bank to inform me that my cards are expiring and that I need to go to branch to sort it out. I asked my husband to order cards to replace my nearly expired cards. He informed me that Noluthando at the Queenstown branch informed him that only one card is allowed per account. This is a lot of nonsense, I walked into another branch this morning and was helped without any questions. My cards are on order and will be ready for collection soon. It seems that some branches of Fnb make their own rules and regulations, instead of serving their clients. It seems that some staff are friendly and helpful others are too lazy to help clients.