Bad service at fnb Alex mall

I have been banking with fnb for more than 10 years and today made me question my decision. I went to Alex mall to collect my card and at entry there was no consultant to assist but because I knew what I wanted I just operated the mechine and got my ticket, joined the que then there was this young lady I think her name was Amelia came in and started assisting people that came after us I then humbly asked how does the system work as my ticket states that the waiting period is 15 mins but I've been here for 39 mins with no explanation or anything and to top it off you are assisting people that came after me she starts telling me that she just came from lunch witch is none of business then I refrased and asked why don't u ask who is first or at least acknowledge the people that came first so they are at ease that they will be attended to. I was not looking for lunch hours and who does what but if I arrive first I expect to be helped first or at least acknowledged to put my mind at ease and not feel like I was there to ask for a favour.