Absa - worst customer service

Woodlands branch really terrible service! From the Branch Manager down to staff. Bad management reflects on all the staff, their attitude is not to serve. Don't put staff on customer service, if they don't have the personality to deal with public. When a customer has been waiting in line for 1 hour and 20 minutes after only having two staff to deal with customer service and then seeing these members, sit back, make phone calls, laugh and talk to colleagues, and then being told they are offline. Should you not share that with the customer, to give the customer the opportunity to wait, indefinitely, or to have the choice to return later????????? How can you assume the customer does not have better things to do with their valuable time??????