Two Whole Hours at DotFNB = NOTHING

Item: FNB (First National Bank)
Rating: 1

Despite my below average experience from THREE DotFNB branches (Bank City, Nicolway, Eastgate), I'll highlight my experience yesterday (2017/07/07) at the Eastgate branch; it was the absolute worst. The DotFNB is basically non-existent: there are no consultants, nearly no stock at all, if you need assistance you are directed to the consultants of the banking section and need to join the banking queue. I initially visited the branch on Monday to return the defective device I purchased; the query wasn't closed, I was told to come back again, which brings me to yesterday. Upon arrival I was issued ticket number 177 at 15:03, with a 40min queue time. 40mins pass. 45mins pass, and then an hour passes and I'm still not served. I look around and see that of the 8 counters available, only two have consultants helping customers, so i figured this is why I haven't been served. After an hour and twentiy minutes, still not served. At this point I thought I'd missed my turn but to my surprise, 177 was still in the queue even thought ticket 192 was called up for service. Once it hit 16:30 i was highly annoyed: I left work early to sort out this matter, arrived at 3pm and hadn't received any service for an hour and a half. What's worse is that because I needed DotFNB services, my ticket category was "other", so every other customer was being served before me. At that time, the ticket numbers being assisted were 195 and upwards. At this point I went to the ticketing station to explain my frustation and the consultant didn't even help (didn't get his name but he was a diabled gentlemen walking with a crutch). He looked at me with complete disinterest and had nothing to say when I asked how on earth I wasn't served after an hour and a half. All he did, after silently checking the monitor to see if I wasn't at fault for missing my turn, was mutter that he'd find someone to assist me and walked off. He didn't though and there I was at 16:50 still waiting to be served. My issue was that I knew the branch would have to call technical response (that's what happened on Monday), so I knew if it gets any later once again my issue woudn't be sorted out. Ticket 177 finally gets called to a counter. This was at 16:54. Almost a whole two hours later. When I get to the consultant (a lady by the name Zima) I express my frustration, to which she responds with a blank disinterested stare and sarcastically asks "How can I help you". I explain it's a DotFNB matter and I need to return my device. She walks away with my details, returns after a few minutes and tells me we'll need to make a call to Smart Devices (which I knew). She dials them and reaches an automated voice stating they're closed. If I wasn't angry already I was definitely angry now. She hangs up, writes down an email address and says "You'll have to email them, they're closed. They closed at five". I looked at her and said, "This is why I came here at three." Took my stuff and left after she responed with a useless "Sorry ne." I have NEVER been so appalled with poor service. If it wasn't the fact that I left work early to go there, had to sit and wait for two hours (on a Friday afternoon on top of that), ALL FOR NOTHING. The cherry on top was having to pay for two hours of parking. So this experience also cost me money. Wow. Please get rid of the DotFNB branches. They are completely useless. I've wasted my time more than once trying to get help there and this time was by far the worst. I've been trying to return this device and now I actually just want this contract cancelled COMPLETELY!!! This devision of FNB is pathetic.

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