Rude and inconsiderate customer service agent

I visited Absa La Lucia today during my lunch break to pickup some documents they told me were ready for collection. When I arrived, there were 2 customer service agents working. An indian and black lady, I didnt get their names. The indian lady was busy with a couple (man and lady) and the other agent was busy with another customer. I joined the queue and was first in line. After 10min, the man from the couple was done and went to sit down and his wife took his place. The indian agent told him to join the queue again as he had more to do. When the 2nd agent was done with their customer, I got up to go to her but she simply ignored me and repeatedly called the man (from the couple) who was behind me in line. She did not even acknowledge me. I had been waiting for 20min yet this couple was allowed to tie up the only 2 working agents at their leisure. Thank goodness one of the managers saw me waiting for a while and came to assist. She helped me within a few minutes. How can people be busy with one agent, then once done, leave that one and go tie up the 2nd agent while others are in the queue. I dont understand how absa la lucia can employ such rude and inconsiderate agents. These are client facing people yet they have absolutely no respect or common courtesy towards customers. Please can you ask this black customer service agent why she was so rude and unhelpful. I would like to know if absa la lucia trains agents to behave like this or they simply hire disrespectful and thoughtless people with no sense of decency or common sense. Thank you to the manager who assisted me, she is a credit to the branch but as a long time absa customer I would like to know why the other agent behaved the way she did.