Bad to the bone

Ok so….. why do you have people working in a bank if they need to phone the head office for everything. I have been waiting in the customer services Q at the boksburg branch for an hour now and have not moved. Every person that is at the counter has had to phone for authorization. Can someone please tell me why do we pay these people so much money every month for sh@&t service like this. Im changing banks, can someone please recommend a beter bank