Bad service arguing infront of me not professional

I have been struggling with FNB for several months now because of my grandmothers estate and I was happy when finally got a letter of authority that FNB is been requesting today I went to the branch at Rosslyn to submit the documents so that the estate can be finally closed I was told by a lady that I must go and request a bank statement from my bank of which I did now all of a sudden when I came back I was assisted by another lady and she went to the lady who assisted me and they started arguing in front of me saying that it was not supposed to be done like that, where do I fit in ,in their process all I want is the account to be closed that's it and how is not my problem they must find a solution or you must send your staff for training because clearly they don't want they are doing and I expect feedback as soon as possible