Metro Bank - Very poor customer service

Hi
A member of my team went to get change for our business yesterday. They were sent away and told the owner/account holder needs to attend and needs a paying in book.
As the owner I then go to the bank ,somewhat annoyed. I was annoyed and probably annoying but at no time did I raise my voice , swear or be aggressive in any way. I have twenty very happy staff, 5 children , a very busy restaurant and have also worked 20 years on nightclub front doors. I am a very patient man.
I asked why has this rule changed and I was not informed to avoid me personally having to attend. The gentleman told me that as I told your staff member it has always been in the terms and conditions and that we had never been charged before and we are now. It was clear from his manner that he expected me to arrive irritated. and therefore he showed impatience.
My response now more irritated, was Charge me what you like that is not the point I just want some change . I looked over at a red head gentleman who I think is senior. I expressed does this make sense to you? no response at all just looked at me.
The gentleman dealing with me said do you have a paying book ? this is what you need. I said no. Now this was my error and sorry about that, I do have a paying in book .I was annoyed and not thinking in my head he was talking about some kind of new change form.
He said he would order one and it would take 7 days, I then express how can I get change without a book ? I again look at what I thought was a senior member of staff, zero response to my does this make sense?
The gentleman dealing with me then looked me direct in the eye and said do you want your change or not?
I was fuming at this point to a completely unacceptable challenge.
I then shut my mouth said yes please and got my change.
I complained to my business manager on the phone on my return. He said he would look into it and got back to me to say I could order by email until I receive my paying in book. I then rang back and apologies that I had got confused and I do have a paying in book but how do I fill in a paying in book to get change? He said he did not know and would go find out. Came back on the phone and said you put the amount on the paying section and the staff member put there name on the paying in signature.
Can I suggest that all of this did not need to happen and my day be spoiled. There were a number of opportunities to avoid this and you losing my business.
- A change form designed and ready to give to my member of staff to fill in next time they come as this is a new procedure. Change given on this occasion.
- Your member of your staff already expecting irritation from the customer and showing impatience.
- If the other member of staff was senior , not taking the opportunity to take me aside sit me down and go through my problem and resolving.
- The eye to eye contact and " Do you want your change or not " I would recommend not doing that.
- Your business manager not knowing how the paying in book, not designed for getting change is to be filled in. If the business manager does not know?
I have two business that bank at this Canterbury high street bank. We are in the middle of a significant expansion . I will be moving bank when this expansion is over.