A drive thru that's become a nightmare

Since November 2017 the cars are stopped from entering the drive thru window. They have a cashier standing next to your car taking your order. This is causing a waiting period of a half an hour. Traffic is backed up into the main road. The cashier says there is a short timing. I have been reporting this matter to KFC customer care line. The problem still persists. The staff is so non compliant . Please adress this matter.