I visited the Barclays Chelmsford branch this morning to see a personal banker and while i was waiting to be seen i witnessed one of the most upsetting acts of 'customer service' i think i have ever seen, absolutely abhorrent to me and those sitting near me who also watched the incident un-fold. An elderly woman (82 years old) entered the branch and was greeted (in the loosest possible terms) by a Barclays representative who asked her the purpose of her visit. The elderly woman simply wanted to pay her electricity bill and was told that she would have to do that at one of the machines. She wasn't comfortable with doing it at a machine and although she was offered help she really wanted to do it at the counter where she had experience and felt more at ease. The representative was not listening however and even though the old lady was becoming increasingly distressed at the situation the representative remained resolute, arrogant in her responses and showed absolutely no respect or empathy towards the old lady eventually bringing her to tears. It was shocking to have witnessed and before i left the branch i made a formal complaint.