Going the extra mile for good customer service

We went to Middelburg mall branch on 23 April to change our account. The system was very slow and kept freezing, so the lady said she will keep on trying and phone us back the next day. She did not phone us and at the end of the month when we went through our account, it seems as if nothing has changed. We went to the branch twice but the queue was more than 70 m long both times, standing outside the mall doors, so we phoned the branch the next day and were transferred to Claudia. She said she will look into our account when she has time and come back to us. Late that afternoon, just as I thought she was not going to come back to us as it was about an hour after closing time, she did phone us and explained everything to us. Thank you Claudia, for going the extra mile and for a good service.