Unsatisfied with service

A few weeks ago I had nothing but nice things to say about the lady that helped me at FNB In Milnerton. I recently went back to another branch closer to me with the same problem of a scheduled payment that kept going off twice a month. The consultant there looked on our internet profile and declared it fixed. This month it went of twice again! Needless to say I had to return to the bank once again waited in line for a very long time armed with a print out of last month plus this months deductions. It seemed that although the consultant was pleasant and friendly she could not get to the bottom of the problem. I asked her that she should then remove all of the scheduled payments and I will redo it at a later date. . I was also told that if I want to cancel my credit card I should go to the Table View branch because the consultant at Table Bay branch could not help me. So while I was there with previous problem i asked for help. I was given a form and told to fill it in and scan it then send it to an email address I was provided with. Clearly at the top of the form it says the consultant must fill in the form in front of customer. Then the customer must sign the form. I left the bank feeling that I did not get the proper help I needed. With covid I fail to see why we have to wait 45 min in a queue be exposed to the risk of covid and then still leave without satisfaction. The banks have all shrank their floor space. Customers are no longer considered the most important. Unfortunately i find the service at FNB sub standard. It is also a problem that a customer no longet enjoys the undivided attention of the consultant. While helping one customer all to often the attention gets calked away to help another consultant