Poor service delivery

I have been in a line for way long to be advised by a lady in front me that there's a person in front of me who left to do some other errands. Which in which doesn't make sense. Spoke to 2 employees who finally brought the manager cause I don't understand that I cause leave the line and go back where I was cause I advised someone else in the line.

She told me that Capitec bank all over don't manage line but the device in which we use only hence they don't even have sign that alerts customers that once you leave the line, you start at the back line other banks to ensure thing goes in an orderly fashion. Basically hi I understood her is that people can fight, argue just to make use of their services in which is still the services they render through their devices.

I'm totally not happy and I'm working on moving from this bank where they manage our money and devices but not the their services.