ABSA has no Confidence in Staff

I have a savings account that has a maturity date at the end of November every year for more than 20 years. Every year I need to extend the maturity date to access the funds and because of this Absa's system creates an early withdrawal penalty. Normally a supervisor can override the penalty. After waiting 45 minutes, being 3rd in the queue, I was attended to. While being served by the lady assisting me she had to constantly override and double check her colleagues work and vice versa. We eventually came to the stage when the penalty had to be waivered, I was then informed that nobody, not even the manager of the branch is mandated to override the penalty and that someone at head office has to authorize it. An e-mail was sent and an a decision was now pending. I left the bank at 09:45 after being told I could wait or come back when an answer was obtained. I was also told that no further action could be taken if I don't return to the bank. An answer eventually came at 14:35 that afternoon. Did ABSA seriously expect me to have stayed in their banking hall until that time, waiting for "someone important" to make a decision? Why is it that ABSA can't trust their staff enough to make informed proper decisions that will benefit and make the customers experience better? Surely if you can trust someone with keys to your vault then you should be able to trust them to override a R100+ penalty. I did not appreciate the fact that I was made to feel like a second grade client and basically told that if you don't do as we say, you don't get your money. You may have waivered the penalty but it cost me time and money(fuel). I have been banking with ABSA since 1994 and your service is not free. Things need to change.....confidence in your staff......issues on your computer system.......better mandates for your staff.......turn around time for your clients......etc.