Staff member very rude and unprofessional

Such unprofessional and attitude So my mother went to the truthworths branch at Eloff street in johannesburg, well my mother didn't understand her outstanding balance and wanted clarity as she had made payments for this month, so she went there to enquire and was assisted by some guy, he told my mother that the money she paid won't probably even reflect because it will probably disappear, and said the balance is there he cannot assist her further, the guy was so rude, unprofessional and gave her very bad attitude, is it the culture of the company to treat our parents that way because they are not so smart like them? I'm disguised and very disappointed Does they company perhaps train their staff on how to treat clients with respect and conduct themselves in a professional manner?