Unprofessional attitude from the consultant

I went to Secunda branch to replace my credit card. I was called to the cubilble to be assisted, while at the cubicle a gentlemen from the mall management walked in to drop off a newsletter regarding operating festive season. The consultant started discussing the retail hours with the other consultants with me waiting for assistance. She went on and on until I asked her to assist me cos I am in a hurry. She could not help me as I did not have proof of residence I immediately went to my bank to get the proof of residence when I came back I had to go to her again for issuing the card. This time she was busy on her cellphone attending to a personal call. Everything was communicated through signs until I finished. I feel this is unprofessional and increases the chances of consultants making significant mistakes.