Disgusting service

On the 26th I called in Russells Port Shepstone branch to get information on what is needed when doing a claim from insurance.The guy that answered the phone said I need to bring the purchase agreement that was given to me,I explained to him that I don't have the people who broke where I'm staying took everything he then said they can't assist me I then asked to speak to the manager because the only thing I needed was the information he told me the manager was busy and I must call after 30 min then hang up the phone while I was still talking.On Friday I decided to visit the branch and the lady told me what I need to bring.

On Monday morning 30th of May I went to the same branch in Port Shepstone with an affidavit and my ID as promised a lady started assisting me as she filled in the form she looked in the system and saw that the address is Matatiele she immediately stopped writing and said "yhuuu this is not our account cha I won't do the job for them.I will send the documents to them to proceed"As disappointed as I was I couldn't say anything.She asked me if I have the number for Matatiele branch I said yes and gave it to her.She called them and told them that she will send the information and they must process the claim.I really don't understand why I was treated this way because according to my understanding all Russells are the same so are the processes and by not assisting with my query they delayed things for me.

Their service is disgusting and I felt like they are incompeted.One of their guys on Friday told me that I have to do the claim where I opened the account I literally asked him to tell me the difference between the two branches if I have to spend 4 hours on the road to Matatiele where I opened an account just to do the claim I even told him that I opened the account in Matatiele and it's not the first time having an account with russellls and in Matatiele I was never treated this way.