FNB branch opens at 12

I have had a frustrating experience with trying to book an appointment for my son's passport for a year. There is no way to talk to an agent. I eventually got an appointment and took leave only to wait outside a closed FNB branch. There was no FNB employee or notice to indicate why the branch is closed. Alot of customers were waiting. Just after 11am, the branch manager strolled in through the side door. I tried to talk to him, by even knocking on the glass door but he ignored me. I have made numerous phone calls to different FNB phone numbers to lodge a complaint but I'm put on hold after entering my ID number and verification with the FNB App. If there was an issue, clients who had appointments booked should have been notified not to come in. Since the introduction of the FNB App, the service has really deteriorated. There is no human interaction.