Customer service Sucks

I went into the Kloof Nedbank branch twice in regards to the PoA for my dad's account since he is in the uk working and can't access his internet banking. In January I went in and I spoke to someone at customer service desk, who was very rude and blunt, basically saying nothing can be done until I get a PoA form. If it was sincere and helpful I would've been fine but she basically threw my letter back at me and said she couldn't help. Fast forward two months, I have a PoA form, my dad's letter and copy of his ID. I go back to kloof this morning, chat to customer service rep, who again, was not very helpful and rude. All she said was it needed to be sent to the law department and when I asked if I could chat to someone she said no and walked away. I then drove to the hillcrest branch, on the verge of tears, as I was so angry by the service and spoke to a lovely lady called Gail, who assisted me and sent all documentation off. I am appalled at the customer service that the kloof branch have and that they are not willing to help when it involves something a bit more complicated. Your customer service reps need training on how to talk to customers.