Foreign exchange disaster

I went to FNB menlyn Maine for foreign exchange as I’m travelling to China. I got there at 13:30 and my ticket got called at around 14:00. The foreign exchange teller then told me that my profile needs to be refreshed and requested my POA which I emailed to her. She then called the branch manager to call the call centre to refresh my account which she has been doing from 14:00 till 15:50 when I decided to leave the shop coz I was not getting help. So basically the branch and the call centre could not assist with refreshing a profile for about 2 hours and I’m an FNB client. I am honestly crossed, disappointed about the horrible service I received. FNB is always priding themself with good customer service so I didn’t not expect this from them. Especially to merely to refresh an account whatever that means….that’s quite disappointing and an inconvenience