"How can we help you?" - BIGGEST LIE

FNB's motto is "How can we help you?" but today FNB was not doing what their motto says. I want to re-issue my ID and Passport as I have married and my surname changed. Selected Bank branches has the facility for you to collect your ID and Passport at a particular branch if you have app**** online for your ID and Passport. It helps lighten the burden on the Department of Home Affairs burden of people standing in the ques their and also to bring it closer to people and make it easier for them to get their ID's and Passports. To collect your ID and/or Passport at a Bank Branch you first need to pay before you can make a booking. I've tried almost 10 times over a 2 week period to pay and each time it says failed. It also doesn't show on my banking profile, where I need to authorize the payment. So I went to the Lynnwood branch today so that they can assist me with the payment. Long story short: Three consultants "tried" to help me but no one standing next to me while logging into my banking profile and DHA profile to see what is happening there and what the problem is. After multiple times logging in (as the websites kick me out while I wait for a consultant to come back to me), I went to another consultant and asked for help. He said he can only help me if I have a booking. As I don't get to make a booking, the only time he can help me is when he helped all the other people who do have bookings. Therefore even though their motto ASKS "How can we help you?", they don't care about your answer.