Poor service

I took a friend who wanted to draw money to the Nedbank Woodmead Branch. When the friend went into the branch she was informed that the branch did not issue money and she must call the call centre and the number was given. The call centre informed that they could not help and go back into the branch. I went in asked the manager why my friend was not helped. The Manager rep**** that they do issue cash. The cash was issued. My friend is black with a French accent. Would that have any bearing on the way she was treated?