Poor waiting line mangement

I again shared my frustration with the personnel at the bank. It was the third time that I visited the offices and after 40 mins waiting time still had not been asked what I was waiting for. I did get a queuing card starting with a 'C' for client service. My number was 6 and by the time I entered the line, number 3 had been helped. After 30 min number 4 was called and by the time I left, after an hour, number 5 was called. I do not mind the card system but it clearly is the managing of the system that falls way short of expectation. Surely, if client service takes that long it warrants to have more than one consultant dealing with it and if the principle is that a person should not wait longer than 15-20 minutes - where is the exception reporting and management. I rarely visit the banks and do 99% of my banking via the internet. Surely it is just not acceptable to spend 1 hou and 15 minutes every time you want to pick up a card.