Declining Level of Service

Im noticing a consistent decline in the quality of service provided by FNB. This also by all means of communication. Be it online secure chat via the App or in the bank itself. I dont mind being referred to use the FNB App at all. I actually would prefer to use the banking App instead. I use to be a real advocate of FNB, telling people there isnt a better bank than FNB. The App is good, with online secure chat very effective. So what happened to me was, I needed a bank statement as the one's provided on my app doesnt ever seam to give me the last 3 month. I got to FNB Vangate Mall in Athlone Cape Town at 8:30 and tried using the ATM, but kept getting an error message. I though ok. I will have to wait until 9:00 for the bank to open. 9:00 comes and by then Im now 3rd in queue and the host asks me how she can help. I explained I just needed a 3 month bank statement printed for me. She referred me to the banking app and explained it doesnt let me do a request for the past 3 months. To me they're random and she said my statements are quarterly. Usually they'd tell me how I can fix it, but instead was referred to use the ATM. With that said, the ATM started showing an error message that they're busy setting up from about 8:55, In Progress I think the messaged said. I mentioned that the ATM was showing the error message and was told that it would be setup shortly as they're nearly done setting it up. So Im now waiting for the machine to go ready and nothing happens. At 9:25 the machine goes ready and Im about to insert my card and goes back to show In Progress again. Its 9:20 and Im waiting on this machine to start working and still nothing. Theres a host but walks by me all the time helping people from inside the bank with their cards. At 9:30 I stop the host and explains that I cant wait any longer as Im already late for work the statements. I can hardly believe the response when I asked if they could print the statement. Keep in mind, Ive been standing for an hour and some other people of age also in the same situation me who's older than me all standing now for more than an hour. (1hr 10mins to be exact) To get the statement and having a consultant get it for me, I HAD TO PAY R50 FOR A BANK STATEMENT. This because their machines weren't working, Not only that. This offer wasnt given to me at 9:00 when the bank opened. My monthly bank fees is not of cheapest either. I didnt mind it before. The quality of service was top-notch. I can hardly remember when last my query was resolved when using the banking apps secure chat. It use to be so easy before. I no longer am an advocate of FNB. The level of service reminds me of another bank that rhymes with ****i and Tec. R50 for bank statement. I cant believe they made me pay it. and they knew we've all been standing there for some time. Previously, they'd have asked my ID, had a look at it and said "We're so sorry Mr ****er, let me get that for you quicky and I do apologize for the inconvenience" I doubt there would have been a charge even. I'm actually disappointed with the level of service provided. I can pay less money for my monthly banking fees and get the same ****i service levels from that bank that rhymes with ****i and Tec.