Rude Employee

Truworths Festival Mall cahiers are very rude,and the manager called Refiloe is taking their side.Can someone please from Truworths tells me if is that the way they train their staff to be rude to customers and when the customers ask their names over the phone they refuse to tel us their names.On Sunday i gave my son a til slip and my truworths store card o exchange unfortunately they refuse to assist him saying he must have a letter.That was new to me cause i have been with truworths for more than 20 years.For exchange they never requested a letter.Can also truworths notify us if they implement some changes.