Poor service (or lack thereof)

I am extremely disappointed in the lack of service I received at FNB (the Grove). I have been there twice today to collect my ID - something that shouldn’t take more than a few minutes. Each time there was only one person responsible for assisting clients with applications for new documents and collections. We were standing there, nobody assisted or gave us an indication as to how long the waiting time would be. When I asked the manager (who was chatting with a colleague at the entrance) for assistance, he merely said we have to wait as there is only one person available. Another customer advised that they waited 4 hours to collect their passports - this is totally unacceptable. It you have a shortage of staff, make a plan or jump in and assist - surely it can’t be that difficult to check a list, give the document and tick it off. The manager’s unwillingness to assist and no-care attitude is unfortunate. It is not fair to expect from clients to take off from work, incur travel expenses and having to go back again because they didn’t receive assistance.