Utterly disgusted by bad service

On 24 Nov I went to FNB Carlswald Branch in Midrand. I was received by Rafiki at the door and he gave me a ticket number. One consultant called Medupe was busy helping a customer & at some stage he left his desk & went towards the back office. As he was walking to that area the gentlemen that sat next to me who was 5th in line after me walked to Medupe and they greeted each other & shook hands like they knew each other then the gentleman came back and took his sit next to me. Medupe came back and continued assisting the customer he was busy with & he was done with the customer he called the gentlemen that was next to me & continued to assist him though he was 5th in line after me and there were still 3 people before me.I went to Rafiki @ the door & asked him if they aren't supposed to be helping people according to their ticket No. he confirmed that's what is supposed to happen he went to speak to Medupe then came back to me to say no he had an appointment and I crushed that excuse because they don't work with appointments then he said the gentlemen was here earlier & left he kept changing excuses. I requested to see manager and Rafiki didn't want to call the manager.