Horrible experience at Phoenix plaza

My mother went to the Phoenix plaza branch yesterday to find out how they can change signatories on a church account as the current signatories are old. 1stly she waited and hour to be rudely told she cannot be assisted as she's the only one there. All she wanted to know was what will the new signatories need to bring (documents) what the procedure will be as one of the old signatories has passed on. The lady rudely told her she would need to bring a Letter of authority. For what?? She was made to feel like she's dumb and was talked down on as if she is a nobody. Mind you she is a former Banker, she didn't want them to go on to the system for anything but what documents they need to do the change. We still don't know what is needed to change signatories as she was not told. Im so angry because customers are not meant to be treated like they are dumb, shouted at.