Can FNB Learn To Standardise Its Service

I am particularly disturbed by the incident that happened to me at the FNB Hammarsdale Junction branch today. I was depositing money into the ATM around 3 pm so I can buy an electricity token through my account when, instead of processing the deposit soon after I had slid the notes in, the ATM canceled the deposit and returned the money. I repeated the process, and it did the same but this time holding on to the money and issuing a slip saying, DEPOSIT UNSUCCESSFUL, I suppose, because the load shedding had begun a few minutes before I started the ATM transaction. I panicked; asked the person next in the queue to hold on while I was getting help from inside the bank. I peered into the bank whose doors were closed and its lights off -suppose for security reasons in the event of load shedding- and started knocking. The consultants were sitting at their desks carrying on coolly on their computers nonchalant to my desperate call for their attention. I went back to the ATM where I had lost my place because the customers in the front of the queue had lost their patience and were carrying on, withdrawing money from the ATM that had just swallowed mine. I panicked not knowing if they were withdrawing what I had just deposited. I went back to knock and eventually began banging hard on the door. Absolutely nobody bothered to come to the door for me. Instead, turning to look at me and carry on like I was a nobody. At this time, other customers were feeling pity for me, with one beginning to help me bang on the door. A situation I feared could rouse a mob. Customers were commenting on a lah-di-dah demeanour on those whom we expect to serve us. An FNB consultant eventually came strolling, keys in hand. But when she got near the door, she turned back having not made sense of my plea for help -suppose frightened by my scary face. I hear a suggestion to go look for a mall security guard, and I take to doing so instantly. I go around the mall not seeing any mall security until I was back at FNB where I found one waiting for me. We call for help together with the security guard outside, and the lady with the keys comes to the door again, but still does not open. We were communicating through a thick glass door, when she was saying, I should come back tomorrow when the electricity is back, ******** of the inconvenience on my part. See, I love the brand FNB and am with it for the respect of its being innovative and convenient. But I must say, the service I got OR did NOT get today really dropped the ball for me. More so because, while walking around searching for a mall security guard, I saw a Standard Bank security guard assisting customers through a slightly open door amid load shedding. The same with Nedbank, a security guard was there I suppose for both security and customer service. I felt hopeless and smitten for ever thinking proudly of FNB. This got me thinking if the protocol dealing with a customer in my position would have been the same had I been in a suburb. The off-hand treatment I got today made me feel like a common ******** who was there to violate not a customer be valued. The demeanour of the FNB consultants inside the bank portrayed fear of the people they serve. And such a portrayal creates morbid idiosyncrasies in the community the bank serves. I strongly feel this situation that could have gone out of hand would have easily been prevented with the presence of a security guard or any bank official assisting outside. I wish FNB sees to such branch behaviours lest they pass a wrong message of a brand whose service pales with lower LSMs or even racial groups as is the wont of big brands serving in townships. The question is, is the rand we pay here of any lesser value? as the standard of customer service and attitude towards customers seems down slighting with lower LSMs. Pity, I experienced this with my favourite brand.