Dissatisfied, disappointed, appalled!!

Dear Bank Manager

Would you consider sitting waiting for 50 minutes and then getting yelled at by arrogant staff, and leaving the back with unresolved issues, as good customer service?

This morning I paid a visit to the FNB Langeberg Mall in Mosselbay, much to my disappointment!

My ticket was printed at 09:30 and I patiently sat waiting for 50 minutes until my nr was called. There was 5 consultant desks but only nr. 3, 4 and 5 was operational.

The reason for the long wait was to the fact that nr 3 and 5 wasn't moving at all. The same people sat there since I arrived and only nr 4 was assisting and pushing customers threw. She was helping so many customers compared to the other two consultants that was only helping the same customer for the last hour. It became obvious how irritated and angry consultant nr 4 became and I could clearly hear her say " No this isn't right", then she phoned someone and was also complaining over the phone about people building up and waiting to long and she's helping most of them. She then helped another customer and just as it became my turn she got up and disappeared into the back office. Leaving everyone having to wait even longer. Then finally nr 3 opened and I thought finally its my turn. When I got to the consultant, she apologized for the long wait and I just left it at that and just didn't say anything as it's not her fault.

I asked her to assist me with linking my PayPal account to my FNB bank account. She said that she would have to ask someone else to help her and that her PC is not connected to the internet so she got up and left me a waiting again. She came back and said the manager would help me, because she doesn't know how and wouldn't be able to do it on her PC. The woman that I thought was the hostess then appeared, the consultant told her that I was in a hurry! Witch I never said to her. I then only corrected her and said no I am not in a hurry, I do however have another appointment at 11 and it was 10:20 at this stage. I also said that I have already been waiting for 50 minutes. The woman then arrogantly lashes out very loud and making a scene in front of all the waiting people. She yelled at me that the bank is very busy and that it's month end! On the 4th of January? I ask you? I then said that I don't appreciate her attitude and I want to speak to the manager, she arrogantly told me that the bank manager isn't there and on leave. I told her why did the other consultant dissappear into the back office when she can see how busy it is and how long customers are waiting. Then even louder and with more attitude she shouted that the consultant that got up went on lunch!! Lunch at 10:20? With cues of people waiting for hours? I asked her, and she shouted back " yes people has got a right to eat!

Sorry but this is totally unacceptable and I got up and walked out of the bank These staff need a crash course on basic customer service!

I think I should close my FNB account as I have been struggling for months with unresolved issues and never get them sorted out. And this arrogant *********** staff member ís just enough now!