Bad service - Absa festival mall, Kempton park,Gauteng

Absa festival mall - We stood at the long queue for close to 2 hours and we were told that everything is working its just that the system is very slow to respond and we were asked to be patient . we stood with patience and nobody bothered to ask each individual as to what services they were there for, so we all hoped that we gonna get the help we needed and we thought all services are operating since we were told the system was slow but working, when I get to the cashier,I told her that I need to replace my lost card, My cashier took my ID and told me she will try and see if the system do that. later her colleague came and ask for help with a different matter,she continued to help her while I was standing there. Eventually my cashier told me the system is offline and she can't assist me. Firstly! this is very unprofessional. This issue does not only apply to me as I saw many people being returned when I was still at the queue,I find it very inconvenient for a top bank as Absa to fail to have assistance representatives on the floor helping the customers while they still queuing in order to return them earlier without wasting their time if they there for something the bank can't offer at that time. wasting my whole 2 hours in a queue only to be told that the system can't do what I want?Its a big disappointment.Had they told us while we were still queuing we could have saved our 1:55 minutes.And I also find it so irritating for colleagues to interrupt our service for them to be assisted with there other matters.Had the cashier helped me first and finish,I feel we could have done whatever i needed.