What appointment?

This my second time making a booking at Nedbank and when i get to my appointment, that person is not there. This time Canal Walk, appointment with Abdullteef Hendricks. How does this work. Now I get a ticket, sit in the q and wait. If that person is not available an immediate replacement must be appointed to attend to all his appointments!! I just need to fetch a new card!! I plan my day according to appoinments ans have another appointment after this. This is very bad customer service!!