Poor service - Passport application

I am unfortunate to use the FNB passport application process with DHA. My appointment was for 11am. It is now 14:30. I have still not been helped. I am told that the system is offline. Now I have traveled from Joburg to Pretoria and I am now asked to come back tomorrow. I can't stand this inefficiency. If I had known that the service would be this bad I would have taken my chances directly at the department of home affairs. This service is pathetic, and there are customers here more irate than me, who have been sitting here since 9am. Please do something FNB management about this poor service. This is bad for your brand and it is an absolute waste of my time.