Unproffesional and undermining

Both my Mother and grandpa visited the branch on 14/05/15 to be assited with releazing funds of the decesaed whereby a process was explained and documents required and they did that and went to the branch back today where they were told that they could not help them because of their Identity book they must get a new one,I then phoned the branch and spoke to the branch manager to find out ,who advised that they should come back to him and upon return Nicoleen did not even give them a chance to speak to t Manager she just told them to go back again as there was no need to speak to the Branch Manager and I then phoned her and asked her why did she refuse to call the Manager as he was the one who said they must come back and she said you are actualy speaking to the wrong person before I could finish what I wanted to say and she started raising her voice which it wasn't necessary and unproffesional & then decided transfering me to the branch manager but still complaining with too many eish in between , If she undermines her Line Manager that's fine but not customers and not in Front of customers. She needs to be retrained on customer service and take out her temper elsewhere!