Poor customer service

My mom is 72 and half years old and we went into Benmore FNB branch to get bank forms filled in and we waited for over am hour whilst people who came behind us got help. The Branch Manager walked past us and talked to an Indian guy sitting behind us and helped him in his office. Not only us FNB ****** but it has little regard for customers in general and pensioners or disabled. When I enquired as to why we have not received any help especially a pensioner, I was told that it's the end of the year and there's nothing they can do. I was also informed that their branch is a VIP branch and customers must book online ahead of time to skip the queue. Well, this annoyed the hell out of me because if you're a private bank or wealth client then you have no use for visiting branches because that's what your banker is there for. No wonder I left FNB for a more customer centric focused bank, my mom on the other hand is old school and loyal and doesn't want change, that's a pity.