baf stuff rostering all enquiry employees on lunch

Arrived at the branch in east way at 11h19 for account enquiry at 12h45 i am still in the que my ticket number is 46...when the system got to 145 everyone went on lunch... how does the whole enquiry department go on lunch same time. branch manager is demonstrating bad leadership skills if they can't roster their stuff to a way that serves customers better... bad planning leads to loss of customers i really disapointed at this nedbank branch.. i mean who want to come and spend the rntire day at the bank while everyone is on lunch