FNB service no longer centred around client centricity

I went to FNB Rosebank today to reset my card pin and I was told that I will wait for an hour cause I was given a ticket for other services instead of a collections ticket. I then asked to see the branch manager(Werner) he was very rude to me he told me that it was not his problem that I blocked my app as well the card and that it is month end so what do I want him to do . I was shocked at his response as first of all it was not my problem that only 4 consultants turn up to work and the collections consultant was not at work but then with how he spoke to me I then understood why they didn’t show up to work . It was obvious that he was not managing so if he can’t manage a branch can he manage a simple complaint? I mean resetting a pin takes 5 minutes.no wonder clients are moving to Capitec, they are efficient and their service is centred around client centricity. Yes you might be the most innovative bank however your losing your touch when it comes to handling clients. I had not been to the branch for years and the one day that I go to do a simple thing It was not a good experience. To say I’m disappointed it’s an understatement cause he didn’t even show empathy when I told him my situation.