Bad service and poor customer services

Bad service and poor customer services .we to bank city home affairs .we had to wait for 2hours while they busy said they were off line and never even addresseed us we had to wait in line why is the branch manager not communicating with It to know when will it be back on line .Imagine a whole home affirs is off line on monday what is our minister doing we are taking leave making appointments on line to just sit and not get assisted .