Long waiting periods

With this digital option that a customer is on is hopeless, as it cannot solve pro problems, as soon as it's incapable u get reverted back to a branch, there u sit for two hours hoping and praying u will get served, poor management not arranging extra staff from other branches to cover, very poor, no communication with customers sitting here waiting for a mircle to get helped. Very exhausting I feel very bad for the staff that have to cover for the overload not fair on anybody. Very exhausting waiting. No solution.