Pathetic product knowledge and customer service

Hi I have visited the branch to fica documents as I was told by the consultant from PayPal services. When I got to the branch the lady at the front desk had no idea of what I was talking about and said they do not fica documents. While waiting in the que anyway I was approached by a male who I assume was the manager, as he was brought by the lady at the front desk. He said that they worked on a fingerprint system and without an fnb account I will not be able to just create an online profile. I then left the branch frustrated and called again PayPal services who assured me I did not need to open an account! This is the second FNB branch I've been to with pathetic service 1st Gateway and now Phoenix. I just need help in widrawing funds from PayPal I do not wish to join such a bank that provides such bad service at all levels in more than one branch!