Andhra Bank — Staff rude behaviour and rejecting to serve

Address:

Suryaraopet Vijayawada

My mother, Smt Nancharamma Baliga has filled an online account opening form with AndhraBank/Union bank and approached, Suryaraopet Vijayawada Branch to open the account.
The staff, in the branch declined her request to open the account in another branch. As her aadhar card's address is same as the city and is within 3km from the branch, she asked them to open the account. However the staff rejected the request and behaved rudely with her. I even tried to contact the branch Manager regarding the staff behaviour, but no one in the branch cares about it. We tried to talk to them politely, but the way the staff behaved was very rude and impolite. This is not the behaviour expected from a Public Sector Bank. I need to know the rules of Account opening as clearly your branch is not adhered to RBI guidelines regarding Account opening. So in this case I'd like to knoe your laid down guidelines and proceed further. Thankyou