Dissatisfaction at FNB Kwagga Centre

Good Afternoon Hello Peter. So today at around 12:30 Thursday, 23 April 2020 I went with my mom to the FNB Kwagga Centre Branch in Pretoria West. My mom wanted to get assisted with her account and also enquire about a new product. Seen that we were there last week a gentlemen by the name of Mr Shawn Naaido whom my mom and I have known for years now told us that since we essential service workers we don't have to stand in lines. This was told to us after we had seen two members also in uniform last week did not stand in the line theuly just allowed them to get inside... My mom and I waited for almost an hour we not aware of that up until I had asked Shawn why they were allowed to enter the branch without standing in the line because we had also been there and no one had told us about that even when there was a security guard outside who saw my mom in uniform but kept today. To cut a long story short I accompanied my mom today.... We did not stand in the line we went straight... We waited at the door so they could give us permission to enter. There is a gentlemen who usually works at the front who gives customers their ticket numbers. Am sorry to say this but we did not like how he assisted us. We could not get his name because he did not have a name taag on. A second lady came outside and spoke something... She was assisting her client. I told her I did not understand what she was saying if she could please speak English. She then asked if my mom had been assisted. We told her the gentlemen told us to stay here and wait. And so my mom explained what she wanted to do. She told my mom to stand in a line line everyone else. So I told her how is that possible because last week we were there, we noticed colleagues who also work for the SANDF not standing the line get assured quick after Shawn had told us that if we go to the branch wearing our uniform there is no need for us to stand in a line because we either going to work or still on duty. However today we failed to understand why the lady told my mom to go stand in the line like everyone else when she was in her DOD uniform and wanted to see a sales consultant regarding her account. We also did not like the manner in which she spoke to us and also did not have her name taag on. Why is it that people have to be rude to clients when they have to do their job? I personally seem to have a problem with the gentlemen who usually stand at the front to give customers their ticket number. To be honest today was not the first, I don't stay far from that shopping complex, he always seems to be rude and is not approcable at all if one requires any form of assisstance. When I started doing my online banking at the particular branch he once told me these things are easy... That is not how one should talk to a client. If he feels like he does not want to assist clients or has his own moods he should not take it out on clients that way we can always request other members to assist us. I however am more comftable with Shawn. He knows me quite well and knows my by my first name Lina. One of the best consultants I like to do my enquiries with at that branch or whatever information I need I usually request for him. He is just the best and he knows that I always try to do my research before I go to a branch if I need any information. I just feel like the gentlemen working at the front should stop having an atitude and not assist us properly when we need help. It is highly unacceptable. There are times when I go to that branch even if I want assistance and I see him there I honestly don't bother asking assisstance from him because of his atitude towards. I would rather ask help from someone else. And this is to say I have had enough with that. I would like to get clarity if one has to stand in those very long lines when we have to report for duty or when we on duty but have time to quickly leave what we doing to sort out some problems at the branch? If Mr Shawn Naaido told myself and my mom last week that we don't need to line up why were we then required to stand in such a long line today when we on duty? It's just a corncen unless maybe we could go to another mall where they basically allow uniform members first preference knowing well that we deployed to fight the battle against the COVID-19. Lastly... I don't know who the Manger at that branch is but I feel like she or he needs to talk to his or her members not to give clients attitude. My mom then decided that we should leave as she has to go back to work. We left without seen a consultant which I think is unfair. Lastly... I feel like if shawn and a couple of other members wear their name taags for work so should everyone working there have theirs so that they could be properly identified should a problem arise. I myself work for the Department of Defence and always make sure that I have my name taag on my uniform so that the public or members at work can identify me by my name. Thank you. Lina