Poor service

I visited Old mutual, Dutywa branch in Eastern Cape in the 20th November 2017. What a bad poor service they render! When I arrived there were less than 10 people, but I stayed there for 2 full hours. The lady /consultant at teller 1 stood up and called Mrs So-and-So while we sitting there holding our 68 etc cards. They seemed to know each other as they were laughing and laughing during the consultations. After a long time of waiting, I was called to teller 8, I asked from the consultant where to report their bad service and, with the bad attitude on his face he gave me the business card, and he said they are not chatting they are servicing clients. To prove him wrong, came one of the consultants with his cellphone to the consultant next to us showing the chat to the other and laughed, to my surprise, he also looked drunk. I've never seen such a bad service from Old Mutual ever since I became a member. How can all consultants be on the tellers and only one serving while the clients are warming the benches at waiting area?