Unacceptable long waiting time

I received my number C013 for a replacement card at 10:00. C011 and C012 was already sitting in front of the ladies at counters 8 and 9. At 10:45 I walked out of the branch - still not being helped. This is unacceptable. How can 45 minutes be spent on 1 customer while others are waiting? Scores of people came into the bank after me and left long before me, while i waited to be helped. Something must be done, because this system is obviously not working.