bad customer service

I had a prior customer service complaint about standard bank cresta, the manager along with his teller blame the bullet proof glass for the tellers very rude and aggressive behavior. Instead of just apologizing for poor service and lack of people skills, they are blaming the layout of the branch. Is the manager and his teller suggesting I should rather go to a bank such as FNB where there is no glass between the customer and the teller because this will then in future ensure that a teller doesn't behave aggressively due to them not being able to hear. Please explain this to me ( lame excuse) if this is still the explanation by the manager and his staff then I will go to another bank and close my account at standard bank immediately, as in future I don't want to encounter the same experience at any of the branches because the teller is not able to hear because of the glass.Please provide feedback,your urgent response will be appreciated,Vinolia Stewart