Bad service from fnb

My recent visit at the First Nationl Bank branch in Chatsworth . I received my ticket at 13:36 with an estimated queuing time of 5 minutes. From my observations there more staff present, walking up and down; having small conversation across counters. than customers awaiting to be assisted.

At about 13h55 (20 minutes later) my number gets called bare in mind that this is just the waiting time not know how much longer will it take with the person assisting me.

I was helped by Sbu Mlambo. When i questioned him about this, he became extremely rebellious and diffencive. He said " the 5 minutes on you tickets doesn't mean anything. When you come to a bank you need to be prepared to wait, just like im sure at your work place it happens too". While i was trying to analyse whats being said to me as a customer and the tone of the voice used. Another employee by the name of Popsy comes behind him, no social distancing and starts talking to him and i just literally set there feeling invisible. When they were done what they were busy doing which is more important than the customer then she says sorry (not sure if she is sorry that she didn't see me sitting there in conversation with Sbu).

My first enquiry was about cancelling and ordering new bank cards which i have lost. Sbu immediately questioned if i have a internet bank as this can ONLY be done online. A second later Sbu tells me its fine, his done it himself on hs side. I asked tou just told me i can only do this online what has changed in space of 1 min and he responded yes i can do it but we not allowed too (kanti what is this "how can we help you" all about?) I asked the question " are you telling me that you are breaching your company policies and procedures? I started questioning my trust with FNB.

He then disappeared only to find out his gone to find me a manager. after waiting a lady comes who i claim she was a manager because i wasn't told his going to call a manager and i never asked for ond. When the lady came she asked me " how can i help you"? I had no clue what to say, no introduction, don't know why she is brought to me and why all of a sudden she's asking me how can she help me. . Lastly covid19 protocols not happy with them at that branch, your pens not being sensitised, your finger print scans its just finger after finger! Great job in social distancing customers however staff needs to start practicing it too for my protection and they protection.