What happened to customer service

I just came back from Nedbank, was so disgusted by the way the gentlemen Christoph Mashalane, he is busy looking around while helping me. He even forgets the conversation with me, busy looking all over .... When done with issuing a new card for me he says \you will get an sms like I told you". but he never told me anything or explain what will happen or whatsoever. And then when I told him he didn't say anything about the sms he says \""its fine never mind but I told you\"". He does not have any concentration"