FNB Lakeside Mall and its lazy employee.

As an existing FNB customer I am really disgusted at the level of service that we received from the consultant at the Lakeside Mall branch in Benoni. On Saturday 20 February 2021 my sister and I visited the branch to open a bank account for my niece which I had suggested based on the service I have been getting from FNB, we got to the branch around 11h00 and the line was quite long, we were waiting in line and managed to make the cut before the branch closed its doors. We were only attended to at 13h30 and assisted by a slim lady that wears glasses I think her name was Nokhanya or Nokukhanya but she was stationed at counter 1 on the day, she assisted us in completing the application form for a new account and as she was busy with us she reached to her desk to respond to a WhatsApp text as someone who has worked in the customer service environment I found that to be unprofessional and unpleasant however I decided to let it go. Further to that the lady then turned us away and said the last digit on my sister's ID is not visible and if she opens the account it will be closed because of that. She advised my sister to get a temp ID and affidavit. I had a look at my sister's ID and asked a couple of people if the last number on the ID is visible, out of all the people I spoke to they confirmed that the number is visible, O also made a copy of the ID on my side and the last digit is visible. It's clear that the lady wanted to knock off and we kept her longer than necessary, so.what I want to know is this the kind of service that FNB offers to new and existing customers because if this is the new norm I am utterly disgusted and ashamed of referring my sister to FNB. We wasted 2 hours in the line just to be allocated to a consultant that is so lazy to do her job? This experience has left a bad taste in my mouth clearly customer service is non existent to the Lakeside branch.