Nedbank. Customer ' service'

Waited in queue at Nedbank Musgrave branch for 2.5 hours for the sole purpose of collecting a new card. When I arrived at the bank I was number 6 in the queue. However due to latecomers being ' facilitated ' to jump the queue...it resulted in a 2.5 hour wait for a 5 minute administrative process to sign for my new card. I must point out that Home Affairs has a separate queue for card collection but Nedbank is not able to do so. I was struck by the number of employees leaving the branch from 10h30am and only returning much later. Covid appears to be an excuse for this appalling poor customer service. Or rather lack of service. Surely a private entity can manage matters in a more customer friendly matter. It is rather strange to me that people who arrived much later than I did, who did not have appointments, mysteriously were ushered into the bank and dealt with in a matter of minutes. A couple of weeks ago , Nedbank, without my consent, changed the nature of my account, thereby quadrupling the bank charges I was fortunate enough to have picked this up, but I as the customer then had to make numerous calls send emails etc to rectify the situation. Nedbank , I am disappointed. I have been a customer for so many years. Lately your customer service has deteriorated substantially. It is now a situation where I must allocate a whole morning or afternoon if I wish to seek assistance in the bank.