Worst customer service

Very poor customer service at both ABSA branches in Newcastle, KZN. I waited in a standing queue for over 2hours, while other people were being pulled from the back of the queue to enter the bank. Some people simply asked for a worker by name at the security by the door and then they were ushered in and assisted immediately. Furthermore once I was inside the branch, the customer service line was not moving. The was no direction, when I complained I was assisted by a staff member on the floor because everyone else claimed they did not have new cards. This seems to be the norm in Newcastle, completely disappointed in the service.