When big companies have a big market share

I was at absa branch today Germiston Golden walk and I was so disappointed at the level of service. I want to change my address details. Fisrt I had to wait over half an hour for one of the superiors to sign the commissioner of oaths as she went to go buy fries... she came back and the lady had than disappeared to the back of the office... Than she verified me through fingerprints looked at my ID and I was accused by the second guy of changing the photo on my Identity document as it was not the same as what they had on their systems... I was than dismissed to go to home affairs... The que are they serious....