Staff @ Boxer Noord not willing to work

My sons card was retained by the atm machine, and I had to get a new card.When I got to Nedbank Boxer Noord branch I was told to call the call centre for a reference number in order to get my sons card.I did that, and was ready to provide them with reference number,the lady then asked for my child birth certificate.Who walks around with a birth certificate???she then made a scene telling each an every staff member that I dont have a the certificate so she cant help me..the other staff members where quiet.I had no choice but to leave after been made a fool infront of everybody at the store.I needed the card urgently.so today (20/10/2015) I went back to Nedbank but at park station and was assisted by a nice lady by the name Khanyile Yoyo, she was very kind and assited me efficiently,she provided me with a new card without even requesting for my childs birth certificate.How wonderful same company different rules!!