Bad customer service (Standard Bank | Somerset West Service Centre)

Today my brother went to Standard bank to print a statement, being young and such he didn't really know how the process works so he went in line and waited his turn.

When he arrived in front of the line he asked the bank teller how to get a statement the lady responded by saying that he needs to pay R120 to print a statement, he responded by saying that he didn't pay the last time, she then told him that customers where wasting their time since they can do it on their own so standard bank implemented a new policy.

So I don't know if standard bank really implemented this policy but I think its poor customer service to say customers are wasting your time. and forcing someone that doesn't know how to print a statement to pay R120.