Queenstown branch unprofessional staff member

I had a very bad experience in Queenstown branch, I went there to close my credit card. The lady who assisted me on the phone was nice, but the consultant Buyelwa Luphondo who assisted me on the branch, had an attitude she was asked to verify me, she verified me and she didn't want to go back to the telephone and when I told the lady on the phone she said I must call her as she knows the process after verification.

I asked for the manager, a consultant said the manager is busy at the back he will assist me. He tried but the was response on the phone.

I asked for a complaint book, I waited for more than 5 minutes and I ended up leaving without writing a formal complaint down.

I don't know if it's a trick they use to keep their credit cards opens or what