The consultants don't seem to know and understand what they are doing or the importance of clients

The consultants don't seem to know and understand what they are doing or the importance of clients. I an account at TYMEBANK and have previously received payments from FNB clients into mu said TYMEBANK Account. However today when an effort was made to transfer money from an FNB Account, the consultant who was assisting the client suprisingly said that TYMEBANK is not a bank and declined to assist the client in making the said transfer. The branch in question is at Dzanani and known as NZHELELE Valley branch. The same consultant also at first declined to recognise a Standard Bank Account when helping the same client. This is a fact, and related to a transfer from an estate account. The difficulty was experienced today. Thanks.