Bad to no service

I went to Nedbank Carletonville to apply for a new home loan. I have a existing home loan with them for the past 16 years already. I arrived there at approximately 12:45 on the 29/01/2021. I waited about 20 minutes before i could entered the bank because of the maximum amount of people permitted inside the bank which was understandable. But once i was in i told the guy who was at the front that i wanted to apply for a new home loan. He then told me that there is only 3 persons before me. I then was seated with my wife and son. There is 4 desk's but only 2 clerks were working there. After about 40 minutes i saw that there was no movement. So i then stood up to ask what was happening. I only found one clerk there sleeping. He woke up to see were the othere one is. He walked around without telling me anything. Then after about 10 minutes i told my wife we should leave because there is no service here. I also told the guy at the door that there is no service at this bank. He just ignored me also. So we exited the bank. What i dont understand is that the bank depends on us customers and that they make money out of us customers but they dont want to give a proper service delivery.