For 78 years Allan Fitch has been a customer of the Commonwealth Bank - but that is about to end - not because Allan wants to change banks but because he has to.

His local branch won't serve him anymore.

"They've got their rules. I don't like it but other people have got to put up with it too", Allan said.

As you can appreciate, at 85 Allan is not as nimble as he once was.

More stories from Today Tonight

• Costly bank mistakes
• Phone banking error scare
• Truth in banking campaign

He can still get to his local branch but it's standing in line and at the teller that he struggles.

"Pretty difficult really, I run out of wind. I get there, I pull up a couple of times, but I can make it", he said.

Until this week he was able to take a seat and a teller would come to him, stamp his passbook and he would be on his way.

But Allan's daughter Jodie says that stopped when the branch manager said their most loyal customer now would need to line up like everyone else.

"Now they've stopped it I've got to go in with him - he's 85 but he doesn't need his hand held", Jodie said.

It's a bit rich when you consider the CBA's Customer commitment which states: "Determined to focus on service and on service and on service

The relationship we have with each and every customer is incredibly important to us. And that means working tirelessly every day to give all our customers the best possible service at every point of contact they have with us”

"There are a lot of people worse than me but they should be looking after them as well as me", Allan said.

CBA Statement:
We have contacted our customer today to apologise regarding his recent experience and are committed to provide the help and support he, and other customers, may need when banking with us. Our team at Springwood will provide him with the same level of service he has received previously for many years.