The bank for no customer service

What an experience at your Sandton City Branch this morning. I am a pensioner and upon arrival at your branch on the 30/04/2016 at 9am I went to your inquiries consultant to ask for bank statements. As such I was informed my accounts were frozen and I needed to FICA. Firstly I received no communication of such whch is required by law and your consultant was really abrupt. Surprisingly all my posted accounts were being sent to my new address but your consultant claimed my details were not update. I think that you as a bank need to take responsibility for a inefficient process as if your mailing service has the correct details it should reflect in my account details as well. I offered resolution by providing a utility statement and supportive letter to be emailed to her. She refused outright again. Do you call this customer service when you as the bank froze my account with no warning? Why does your staff not look at ways to assist rather than being lazy or acting like a "diva", are they even trained or qualified to deal with SARB legislation? On a separate note, your Sandton City Manager was really helpful and duly assisted with resolution. Thanks for that and that is what my expectation is. If the manager was able to listen and help why did your consultant fail to do so. Are they lazy, no trained or just plain arrogant to assist clients. Yes I did get frustrated at her lack of customer service when I even offered a solution. This incident leaves a real bad taste in my mouth and I will look to move my banking elsewhere as I am not willing to make it seem like I am doing the bank a favour to be its customer. And please do not reply with any **** apology as we all know there will be no remedial action against that staff member. Your gestures are just to create the impression to the public that you care when in fact you do not, else I would have been informed of a status change in FICA details. One again the "blue" bank proves that customers are irrelevant and only charges matter.