Bank not performing as expected

What is an acceptable time to put aside for picking up your credit card from a bank ?? In the times we live in everything that goes wrong is attributed to Covid. I find it difficult to accept standing in a line outside the bank and again sitting inside the bank for close to an hour. I'm just picking up a card that will take 2 minutes. Surely the branch must have different systems to accommodate customer needs. I expected more from FNB seeing that they just won an achievement award.