Whole branch dragging their feet

I am currently at Capitec Bank Branch at Bochum Senwabarwna Limpopo, I am so disappointed by the Team as a whole, there is a big guy who wears spectacles and currently not wearing his name tag,he loses his temper on clients he doesn't give clients chance to explain their concerns. I came to the branch around 08H16 my mom's card got retained by the ATM now its 11H29 and they still dragging their feet. This branch needs some serious intervention I have been in capitec branches in Polokwane and I can attest their service is always on par. I don't understand what is their problem.