Non-existent customer service

I went to the Nedbank St George's Mall branch, Cape Town CBD just after 2pm on 27 March to collect a new card. The lack of service is appalling – something I've experienced over several years. It now operates on a 'take-a-ticket' system, but there's no clear indication of this, so customers often rely on someone else to tell them. At one stage there were 8 confused people lined up at the front desk. The person 'on duty' is only there intermittently and often surly – on this occasion, chewing gum. Waiting times are long – several months ago I waited 40 minutes and only to be told the 'computers were down'. I emailed Nedbank about this, but received no reply. On this latest occasion, the digital board indicated a 1-minute wait, 10 minutes later it said 7 minutes, several minutes after that 9 minutes.... I then went to look for a manager, but in vain. Finally I got an employee behind a desk to come out and take care of the customers, by which time my number finally showed up. Nedbank claims to guarantee customers a greeting 'within 59 seconds' of entering a branch, but in 10 years I've not experienced this at the 4 Cape Town branches I use. What a mockery!