New client Bad Services

Went to Nedbank Lakeside Mall to fetch my new card for a new account. 1. they have white privilege a couple was standing at the back of line then next thing the guy at the door calls them in jumping everyone waiting to go in. 2. I stood in a que for One Hour outside and sat inside for 30 minutes only to be told the system is offline for new clients I must come back again no apology, waste of my petrol and time. why are they not asking people while they are in a que what services do they need so they don't have to standing for nothing. very disappointed with the service.