Service delay

Yesterday ,3rd June 2020.I spent 2 hours in the branch that exclude the time I stood in the que outside the mall to close Shared Saver Account.The gentleman in the digital banking cubicle referred me to an incorrect tel number (Cash Investments).It could save customers' time for branch consultants at the door Pearl ,Katarina and the gentleman in the digital banking to know correct procedures to follow before asking clients to join telephone que for share saver withdrawals or closures.Telephone que is a misery que.One client could spent 30 minutes or more on a call.I had to hold for 20 minutes on the phone to get to the correct team that deals with shared saver accounts.The consultant on the line explained what the branch was supposed to guide me on or I was supposed to do on the app or online before calling their team.Couldnt the branch save me the time and the pain of being inside the branch on a month end? I had to wait for a turn to use online banking then call shared saver team again.At some point three branch consultants at the digital banking cubicle were stuck in personal conversations about how to get desired KPI's while the branch is full with clients in seats and standing outside the que let alone their colleques Katarina and Pearl putting out endless fires at the door and ATMs on a pensioner grant day.It goes to show there is no "teamwork " which results to prompt customers service .Please save us time by learning basic knowledge of investment accounts and offer or provide clients with the option of calling call centres numbers from their comfort of their homes if they can afford to instead of assuming or directing them to the telephone que in the midst of covid 19 and please equip consultants with correct number of share saver departmen and product knowledge