Total disdain for customers

I was retrenched due to Covid and need to claim on my insurance with Nedbank. I called the call centre who were helpful but there are forms I need to complete so I needed to go into a branch to claim as I have no access to a printer or scanner. I went into the branch at Meyersdal and immediately when I told the lady in reception why I was there she was telling me to go home and call the call centre. I had to repeatedly say I want to deal with a consultant in the branch before she said I could go to a lady by the name of Sonja. When I sat down she pushed a phone at me and gave me a number to dial. Once again the call centre was very helpful but told me I needed to fill in forms. I once again explained I do not have access to print and she advised I should go into a branch. I told her that I was in the branch and they didn't want to assist me. She then spoke to the consultant only to have her shout at me and say I never told her it was a retrenchment claim. Well she never asked! I also find it hard to believe she would think it was a death or disability claim seeing as I was sitting in front of her. I think Sonja should be grateful she has a job in this economic climate and treat customers with a bit of respect and compassion. Utterly disgusted by the treatment I received this morning. Once I get back on my feet I certainly wont be doing any further business with Nedbank. I would just like to say again that the call centre were very helpful and this review should not reflect negatively on them.