FNB Birch Acres

I'm at FNB in Birch Acres mall....the service is so poor I've been here for over 30 minuets my ticket said I'll wait 16 minutes but it's taking forever.....mind you I'm a new customer and here to collect my card, I was promised the best service in this place but it's not what I expected really, all consultants are leaving is in the queue as if we don't have anything to do