Bad attitude ( customer service)

On the 20th of August 2018, I noticed that there is a ***** in my TFG account,after interacting with TFG call center, I was told by agent that I need to visit my nearest branch with the card and ID book and I was not told about affidavit. Bad customer service

I went to Kwagga's Rand center Markams shop, in Pretoria west, and I was assisted by a lady light in complexion ( she looks early twenties). No name badge She helped me very well, I explained about the unknown transactions that were picked up by the call center agent on my account which were done online.

She then asked her superior on how best can she assist me, the superior who happens to be a manager by the name of Gladys( Not sure if it is her real name) no name badges. The lady by the name of Gladys responded with an attitude without listening the whole story and say I must go to SAPS and write an affidavit. I then left to SAPS, and it took me an hour + to get an affidavit from SAPS.

I came back to the same shop (Kwaggas rand Markams), and a guy on the cashiers side was assisting me , as I was explaining my story to the guy, Gladys shouted from the floor and say "that one must be helped by so and so , in "Tswana language"(O athuse ke mang mang") new lady(I forgot the name) not the light in complexion lady. She then took me aside and gave me a form to complete. as I was completing the form, I realize it requires a case number from SAPS. I then said to the lady who was assisting me, but I was not told to open a case, I was only advised about affidavit. her response was, this one needs to be accompanied by case number otherwise, I will not be assisted from forensic department.

I then went to Gladys (Manager), firstly I greeted her, she just looked at me and roll her ayes with an attitude. I said to her why she didn't tell the light in complexion lady that I must also open a case?, Gladys responded with an attitude and say " I told the lady who was assisting you". I then asked the lady to be called from back office, indeed she was called, and she was asked what she told me. She confirmed that, she was only told about affidavit not the case number, and that is what she had told me.

Had Gladys came to the counter were I was and understand what append, so she can give relevant advise, I wouldn't have to go to SAPS and spend another +2 hours to open a case apart from the hour plus I have spent for affidavit.. I also didn't like the way she was looking at me (with the undermine look) or as if I am making up stories that there is ***** in my account. I asked her if she realized that she wasted my time and diesel up and down to SAPS, she just looked at me. I had to shout for, for her to ask for forgiveness that she didn't mean it. I then asked for her name, and she said Gladys (Not sure if is a correct name).