Bad service Nedbank centurion mall

My wife and I experienced the worst service at the Nedbank centurion mall and that is happening for the second time. It is not acceptable that a person can wait in the queue to receive a service for four to five hours. I am very angry because the people at the bank do not even bother to tell us what is happening while we wait, the last time we waited for hours only to be told that they are offline after wasting our time in the queue. When I contact the people at the Branch the excuse is COVID19, the truth is if you owe the bank money they will not take your COVID19 excuse so waiting for 4 hours in the queue is not justifiable and just to collect a card. Please fix this issue we understand the issue of COVID19 and limited staff, again 4 to 5 hours on the queue is just acceptable.