Worse service

I arrived at the branch wanting to withdraw money from a tax free account since its the only account I have.....I was told by Janine Titus, Thabiso n Maphele that they can't do a transfer for me to the other bank which I was previously able to, to my suprise no one bothered to an email as standardbank usually send communication to client.I am disappointed by the level of service I received from Brits Branch now I am suppose to queue again n wait for another universal banker no 9 which she is taking her time.where is staff education as thy need to know this from the door.... n allocate the customer appreciate..All this is frustrating