FNB FOREX - NON-EXISTENT SERVICE

This story starts on the 19th January when I sent an email to *** asking for some advice on Forex Cards etc. But to this day no-one has bothered to answer me. I then called the Forex Department and it took me two days to get through to someone and to get some assistance. I ordered my Forex Notes on the 26th January to be collected at the FNB Cresta Branch today the 31st January (and was debited IMMEDIATELY with a service fee). When checking on my Forex History I get a System Error – E-110 Ref No ***. Not being able to use any of your digital facilities I hopped onto a call to speak to the FOREX Department. I sat from just after 09:00-11:00 listening to awful music and repetitive messages. Not being one to give up I decided to call Cresta Branch (number on the Internet is incorrect) and of course couldn't get through. So I hopped in the car to Cresta - got there at 11:30 to see if my Forex had indeed been provisioned. Surprise surprise - it wasn't there. The lady I worked with was so busy dealing with other people and things that she wasn't really concentrating on me. Took her at least 10 minutes to log into her screen. She then called the very same Forex number as I did and I sat listening to the same awful music for 15 minutes. She is apparently not allowed to call the supervisor until she has sat on a call for ages. Question? Is that how FNB wants clients to experience their service (or lack thereof). Is that how agents in the branches think its ok for clients to have to wait? Eventually she called a Team Leader directly who seemed disinterested in helping - she was on speaker phone and rather lack lustre in her approach. They chatted and exchanged emails and then the lady assured me I could pick up my notes tomorrow (when I had ordered them for today). One thing in her favour was that she checked her stock holding of notes and then comes back to say she hasn't enough and that I would have to ride around tomorrow to other branches to collect - WOW - POP. Really - FOREX Specialists and I have to drive around and fetch my Forex. How far afield did she expect me to go. Well at that point I was boiling - thankfully no swear words - I walked out. I called my personal banker Grant Wray - thank goodness for him. He organised the notes to be delivered this afternoon. Why should Grant step out of his normal day to do the job that a whole department should be doing.