Disrespectful managers and tellers

A very pregnant friend of mine got told by one of your staff that she can’t use the kiosk section because she’s pregnant and not disabled. Please make it make sense… not pick n pay Norwood mall having the most disrespectful tellers and managers. What’s your formal complaint process? Surely it can’t be small talk with the manager and me being told that the teller is being removed from the till. This is so unacceptable