Lost My Trust in Good Customer Care Handling

I basically wanted to apply for my credit card and upgrade my debit card to a gold. I was given various instructions to fill in various forms given by another branch and have them signed by the relevant people. The commissioner of oath was one of them. I finally after a month managed to get everything filled in and quickly ran from work to submit these documents and complete my application. This was at 14:04 I arrived at the branch, It was not busy at all, the reception lady informed the one consultant that I was waiting, i overheard her say, no I am going on lunch, the friendly person I am, I left it, then Ayden cam out of his office, dealing with someone and the reception lady let him know I was waiting, he then sighed and shook his head and said \common.."already i was waiting 45 minuted. I proceeded waiting"