Someone made a comment to me that it was like a bank run by children. Their take on the situation was that this bank was hiring branch managers with no real experience in either banking or life. (This statement was made by an old line banker that believes you deal with people.)
Their take is everything with these new managers is black or white and there is no room to either help the customer or use common sense in decision making.
Recently had a similiar experience so there might be something to this.