Bad customer experience

I am.Currently at Westgate branch I been.waiting for.over an our to call the call centre, I don't understand why there is only one telephone at the branch, I also don't understand why I need to.call the call centre just to get a simple form that I need to have my hr fill at work for.my home loan as I will be retrenched this month end. I find it absurd that the bank doesn't have such papers.