NEDBANK fees unchanged, yet service is shocking!

I had to pick up a bank card recently and had to wait in a queue for more than an hour. The reason being that due to COVID there are fewer people allowed in the bank and fewer bank employees working. My bank fees remain unchanged, yet the bank is cutting costs by employing fewer people and making the clients wait in longer queues. How does that work? The bank employees work behind screens, yet teachers teach 25 children in a class without screens.