Poor branch service

I had to bring my mother to ABSA Tambotie Mall in Randfontein this morning. She is wheel chair bound and 79 years old. First we had to sit outside the branch for about 40 minutes. We were the allowed to enter the branch. We have been sitting at Customer Services for more than an hour now. Only 1 person at Customer Care. Do you call this service???? Where is thr branch manager?? I would ecpect of a manager to manage the flow of activities in the Banking hall!!!