Bank Of Baroda — refused to exchange torn/soiled notes.

I just went to bank of baroda, singtam branch, east sikkim, and asked if they would exchange my soiled notes. I don't know if they remember me as an account holder of their branch, i had even carried my passbook if they asked me anything. But they didn't ask me anything and simply denied to exchange. They didn't even look at my notes or ask me if i was their account holder.
I just read that as per rbi guidelines, all banks are supposed to exchange soiled/torn notes, and i'm even an account holder at this branch.
Please look into this matter.