I am guessing that perhaps this branch is a training branch, as it seems you get different service or different answers for the same questions/inquiries depending on the CSR/personal banker. They seem more concerned with selling items than properly/promptly responding to subsequent issues/problems, and/or knowing their products as well as they should.
That said, the saving grace has been RBC Online, as they have been extremely knowledgeable and quick! Plus, it seems easy enough to find RBC ATMs across Canada!!