Customer service is not for black people

How I hope I was born a Whiteman, you know being white is truly a privilege. About two months ago I open a Absa account because I was told that their service sees no race or color and they are the best bank in the country. After opening the account I quickly realized that I'm unable to transfer money to my loved ones, whenever I need to send money, I have to withdraw go to nearest ATM or chain store to deposit money for the beneficiary which costs money and time. I raised this issue and Absa gave me call advising that I need to take time, spend money and visit their nearest branch to have this sorted out. This morning I woke up early in the morning to have this fix and I've been standing on the queue watching people walking in and out of branch in Davenport. So I opted to ask the White lady who is assisting on the queue "Why is everyone who came after is being told to walk inside the branch to be assisted while I've been here standing?" She tells me that "only a service consultant can assist with the issue I'm having the people who went inside are not here to see service consultants". This is confusing because when I first raised this issue I called the Absa customer service and ask for them to sort this problem, the lady I spoke to advised that they can't help I'm must go inside the branch, now I'm in the branch waiting watching everyone who came after being assisted and the reason why this happening is that I have to wait for a customer service agent to help. After spending so much to get this thing sorted in need a service agent to sort it. What is the difference between the customer service agent I spoke to over the phone and the one I'm waiting so long to see in the branch and aren't they using the same systems? If you call in asking for assistance you are asked a lot of questions to verify that you are the account holder and customer service agents ensure that they ask these questions. So what is the difference between the two?