On 10 April 2013 afternoon I was sitting and waiting for a consultant. During the long wait I noticed customers enter the bank, que for say 5 minutes and then leave disgruntled as they realized the que was barely moving. I eventually requested a complaint form (The Help desk was a lot better than the rest of the service) Conformation slip No 09551. The form stated I would be contacted in a few days. This has not happened. My conclusion. Management is not concerned. (One does not threaten to move as this generates animosity, I will decide and then just change banks if that's my decision.)
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