Nedbank - A ticketing system and apologizing supervision does not constitute customer service

I went to Nedbank Rosebank Mall to collect my new credit card They use a ticketing system that time stamps the time of entry that gives you a number I sat waiting in front of the card collection staff while they had no customers in front of them for 15 minutes before I went to the front desk and asked to see a manager the manager asked why I wanted to see them and when they heard that I wanted to request service they sent a supervisor Only then did the card collection department decide to offer service The supervisor who seemed well versed in apologizing for lack of service came and apologized saying it shouldn’t be like this Why ? surely Nedbank understands customer service is paramount for being a retail bank? Saying sorry isn’t a form of customer service