Pick and Pay just doing their own thing.

My Wife went to Pick & Pay Hyper Brackenfell and wanted to draw money at the till. The lady informed her that you are no longer allowed to draw money at the till and she must go to the ATM. This is contradicting to what the bank offers. Checked with the bank and there is no such thing, and they cashier should have go ahead with the transaction. Transaction costs are more at the ATM than at the till. Who will reimburse her for the extra money spend? It might sound a bit trivial but for me it is the principle that counts.