Customer Service/NOT

So my mother in law is 85 and is not in good health. She no longer drives so has to rely on others. She does not do internet banking and therefore must personally go into the bank every time. Last week she went in as she had some personal matters that needed resolving. She waited a considerable time and was then told she must come back another day because there was nobody that could help. She was told on what day to come back. She went on the given day and again the same thing happened. How is this even possible. I thought a bank is supposed to be a customer related concern, is that customer service the NEDBANK way.