Inefficiency and ineffectiveness of the processes...

Today(08/03/2018), I went to FNB -Olympus plaza branch in Pretoria East. The reason I visited the Branch was to get a statement for our stokvel account, which I've been doing since 2017. The reason for getting the statement at the bank branch is because our stokvel has a none transactional account, when we opened the account at the Menlyn mall branch, we were told that due to the nature of our account we don't get the benefits of a transactional account such as bank card, online banking etc. We were also informed that to transact on the account/to make withdrawals we will need two committee members of the stokvel as outline in our constitution but to get the statement any one of the Stokvel committee member's can request that at any of the FNB branches nationwide. However as I've already mentioned above, Ive been getting the statement's from last year(2017) until this morning, when I got to the branch I had to spend 30minutes with one of the FNB consultant's going through the details of the account and then later informing me that I can't get the statement alone because I need another committee member to do so. When I explained to her that I've collecting statements for the same stokvel account, at the same very branch(Olympus), she didn't have a response for me. She then went to get her team leader, who repeated the same thing she told me and not have the reason why they've been giving me statements all along until today. So my suggestion, is that FNB should provide the same training for all their staff or check their standards/policies. Not only is it time wasting to spend 30 min at their branches and not getting the assistance after all the wait. For a Bank, which promises convince for all their customers, they need to review their processes/policies...