Waiting in line for two hours to get service

My cheque card is about to expire so I received notification that I should collect a new one at the Natal Bank. I went there yesterday 19/04/16 during lunch. I was at the bank at 13H00. There is only 1 line irrespective of what you came for you all have to join that line. There were 8 counters but only 2 were open and those two will assist a client afterwards spend about 10 minutes talking before calling the next person on line. There was a 3rd lady who was also sitting in front of a computer doing whatever and not helping clients. I eventually went to her to asks if I can speak to the manager, she just pointed at an empty office and said the manager seats there if there is no one there that means the manager is out, and she can't see the assistant manager. After that she started to help clients. I eventually left the bank at 14H45, still the manager was no where to be seen. I am disgusted by the way the management of that branch treat people, they have no respect and I am wondering if they do so because that branch is used mainly by African people. So it does not matter if they wait for hours before they can get service.