I left with out getting an assistance, extremely poor service

I am currently at fnb Maponya mall with my parents. We want to update a will but we couldn't due to the phone. We have been on hold from 11am till now. I don't understand why did they include the drafting of the will when they know that they can't assist a person urgently. Worse its an elderly person. This poor service is un exceptional. The consultant also did not have a customer service