Fnb gugs mall with Bad service

On the 21 Dec I went to FNB Gugulethu mall,I received a very bad service toward them,I was there to Debit Dispute, I was told by Nqobile Khoza that is only been done over the phone and their other customers are still waiting to be assisted over the phone, the waiting time it can be 1-3 hour for me to be help,its depend to the call volume at call center agent,I ask her if their is no other way to do that,as I was speaking to her I can see over to the Sales and Service Consultant there are few people wait for consultant, there was 7 customers in front of me,I waited for an hour and I decide to leave because I was in a hurry, I end up going to Fnb Kuils river branch since I'm working to that's side,the service I receive it was the best,big up to them,they know how to care for their customer,they Value us as the customers, I was help by the Sales and Service Coordinator, apparently the dispute its was not clear on the system,she was polite,helpfully, she ask me if can come back the next day, I ask her if its optional to be put over the phone to be assisted by the Call centre, or its the must,and she told me its depend to the customer, I share the experience I receive from FNB Gugulethu mall and she told me that its not how its works,customer must decide which way its the best. Since I don't work weekends and I'm staying at Nyanga ,I decide to go back again at Fnb,I arrive there after 8 knowing that they open at 8:30 on Saturday, only to find out the open at 9am, Still I was help by Nqobile same story again,I ask her if this thing was implemented only by Fnb gugs mall,she told me that I must wait for Service Advisor he will help me,,I wait for that guy since he was still busy with other customer,after he was done I went to him,his name was Sakhumzi Mganu I introduced my self I told him that I came to make reversal, he just show me the phone and what number I must dial,he didn't show any interest in what I was here for, when I try to ask question he was so rude toward me,they don't how to treat customer,just becouse we are coming to their branch they looking down on us,they must starting changing their doing Unhappy customer just because of the BAD SERVICE