Nedbank service not servicing

I went to Nedbank Roodepoort CBD with a R100 torn in the corner both serial numbers are available,the Consultant by the name Loraine asked me where I bank,told her with Nedbank and she told me they don't exchange cash in their branch I must go to bigger branches.They do have a Teller in the branch so it doesn't make sense to me that I have to go to another branch, Nedbank doesn't care about clients anymore especially if they see that they don't have a chance of getting a sale out of you.Im disappointed with Nedbank seriosly