FNB Waterfront resemble a government department

Last month i logged a request and i also contacted FNB on ********** 737 to cancel a Trading account. They confirmed they will cancel the account, but it's still active and they charge fees on the account. On Friday 17 May 2019 i received a call from FNB regarding the request i logged last month, the call was not to resolve the issue but to transfer me to the same department who promised to cancel the account. Today i decided to go to the FNB Waterfront Cape Town branch and ask them to cancel the account. On arrival i received ticket nr 12, ticket nr 11 was waiting in the queue and 1 client was being attended to. Not sure how long the client ahead of me was waiting but he left after i was waiting for about 5 minutes. After another 10 minutes another client walked in and received ticket nr 13, he was immediately assisted and i was asked to swap my ticket nr 13. All the time i was waiting i noticed 3 consultants in the branch, 1 assisting a client and the other 2 discussing online shops Wish and Takealot with the security guard. The consultant who asked for my ticket then asked me what exactly i need and i told her i want to cancel my Trading account. She then asked the consultant who was still busy helping a client if she would be able to assist me, but she had no clue what a trading account was. Another consultant(nr 4) was called and she told me that the Waterfront branch can not close accounts as i need to visit another branch who can. Wasted 20 minutes of my time, FNB Waterfront resembled a government department where staff chatted and played on their smart phones.