FNB Estcourt customer service is pitiful

FNB Estcourt staff need proper training on customer service cos they clearly don’t know much. My mom went to the branch this afternoon to do a thumbprint verification so FNB online could unblock her online profile which was blocked. They said it was because my mom used an ‘unusual device to access her online banking’ Not sure what they mean because she has been using the same cellphone for more then a year with no issues. So Mom goes to the branch to get this sorted. She has scoliosis which means she can’t stand or sit in one position for too long. At 16:25 the consultant handing out number tickets assured my mom that she was number 3 after my mom said there’s a long queue. I was on the line with my mom who and even spoke to the consultant who said the other customers are going to different counters. I had to call because somehow the consultants always get it wrong. So after some hesitation my mom decided to wait so she doesn’t have to go back. Forty minutes later she got to THEMBEKILE RADEBE who was clearly not in the mood to work. My mom should’ve left the branch earlier when she wanted to. After doing the OFV, Thembekile couldn’t come up with any reasonable excuse not to assist my mom, so she could go home early, but to tell my mom that her legally valid green barcoded ID is too old and cannot be used anymore by the bank. Mom’s ID is not torn or damaged in anyway. Thembekile wanted an ID card. By this time it was after 5 and the bank had closed So she gave my mom a form that Home Affairs should fill in after a new ID application which should be returned to the bank together with a temporary ID. I’ve been told by an online customer service agent that Thembekile could’ve used other ways to verify my moms ID, especially since she had already done the ofv and accessed her profile. Not sure why Thembekile chooses daily to be employed as a customer agent when she has no intention of assisting clients. She probably thought it easier to turn my mom away at 17:10, rather than call the online department as she should’ve because she was afraid of the long hold period which would mean she goes home late. Go to any Jhb North FNB branch and staff will tell you that Estcourt and Ladysmith branch are notorious for pitiful customer service as customers are always complaining about them. Sadly we have no alternate. And we are no closer to actually getting any help. Ombudsman next. You can’t turn customers away without a valid reason. No care for how the client got to the branch nor how they will return. Nor the expense and health issues incurred.