Waited for an hour for nothing

Please may you arrange to have more staff available on Saturdays? I waited in a queue for over an hour with 4 people ahead of me and I only gained on position in the queue in that time. There are 6 counters in the branch but only 3 were operational. Is it not possible to have a counter for \10 items or less"where people with quick queries can get served quickly? I only needed to collect a card which should only take 5 minutes yet there are people who come in and hog a counter for an hour. Looks like I am going to have to schedule a few hours off work next week to collect my card. """