NEW MANAGER A DISGRACE / SHICKING SERVICE

my son went to collect some document for me. he waited in the collections line for 2 hours and when was next at the teller, was told he needs a ticket and must go back into the collections line. i told my son to see the new manager who told him he must just get back in the line.!!! Do these government employees think we have NOTHING better to do all day than sit in lines for hours only to not be helped. ITS SHOCKING SERVICE!!!!!!