Pathetic service at FNB Benoni lakeside mall

Went to Fnb lakeside mall on Saturday 13.05 @ 11:50am. Was I shocked by what we were told. I bank with Fnb myself but was accompanying a friend to get a bank statement at the time. Just because he only had an ID and not his bank card he wasn’t assisted, the white lady at the door who I unfortunately didn’t get around to checking her name said there’s no way we can get a bank statement because we need to get it at the atm or online which would require a card. I requested that we go inside so a consultant can assist since an ID is available but she point blank refused, I then asked if we can then get assistance with resetting the app so to get a statement from there, that too apparently wasn’t possible without the card😳 May I add I’ve been banking with fnb for over 10yrs and have never not received a bank statement with just my ID even though with the app I haven’t been inside a branch a while. However what if the card was lost, then the ID is no longer valid inside the branch. With such a service I might as well switch banks clearly it’s not convenient for clients to bank with fnb.