client service with no respect

I phoned yesterday(22/10/2015) to enquire what is needed if i need to release funds from my investment early. Today I went to trade route mall for assistance but instead the team leader(Mona) was so rude. Nedbanks client service has really declined. I was treated like a begger for my own money. Being told Nedbank does not keep the money in a coffin and that i can't expect to just walk in with a piece of paper(referring to the affidavit) and expect the funds to be released. I do understand the consequences of releasing my funds early but I wouldn't have gone to the bank if i didn't need the help. I would appreciate it if I go into a branch to be treated with respect and not to be humiliated. It does not cost anything to speak to a client in a respectful tone and with a friendly attitude