Terrible service and rude staff FNB Home Affairs The Grove, Pretoria

We used the FNB at The Grove Lynnwood, Pretoria for a Passport renewal for my husband. In the hope to avoid inefficient service from Home Affairs we made use of this departement at FNB, what a disappointment! We made an appointment with all the completed forms travelling from Benoni only to be told by one of the ladies behind the counter that was busy on her cellphone and eventually annoyingly looked up at us; that they were offline and has been most of the day already. The other two ladies totally ignored us with one even sitting with her back towards the counter (and on her cellphone) where the other clients were also waiting to be attended to! They couldn't do the extra trouble to phone people that have appointments to tell them that we'll be wasting our time and leave taken from work to travel all the way there for nothing. We had to then make another appointment and then we asked for their direct telephone number so we can phone them ahead of time to ensure our efforts won't again all be in vain. The numbers supp**** *** and *** would be ringing off the hook and nobody answers that phone, even when phoning the branch directly asking to be transferred to that department is a waste of time and airtime, NO ANSWER! We managed then at another time to submit the documents with them and when it came to collecting the passport we where AGAIN travelling up and down FOUR times taking our chance that they might be online, they were offline EVERY time and couldn't help us as they needed an electronic thumb print before handing over your passport. During one of these annoying unsuccessful attempts in collecting the passport we asked them again for their direct numbers... the same numbers as before were provided, I immediately rang BOTH the numbers to see why these numbers never get answered... we heard a very faint ringing phone in the furthest corner of that department and that the phone's volume was on the lowest volume setting, there is NO WAY anyone could hear the phone ringing! I told them to raise the volume so that they can hear the phone ringing and I was told in a barking response that they are too busy to answer the phone so that's why the volume was turned down!! Even when they are off line and being on their cellphones... TOO BUSY to answer the phone?!! We EVENTUALLY had a luck of the draw to arrive yet again at the branch this morning and they were ONLINE!! What the rude and unhelpful staff doesn't understand is that every time we go to their branch to enquire about our passports we need to take time off work, travel a great distance and only to be treated like they are doing us a favor to look up from their cellphones! This is totally unacceptable! Why are they offering this service if they are utterly useless?!