Offline and slow service

Everytime i have visited the branch at the Liberty Midlands mall,the bank is off line.My experience last year was the same.I live on the other side of town so i am inconvienced everytime the bank's system is off line.I was there 2 weeks ago and they were off line.i was there today to pick up my bank card which is expiring soon and they were offline.Am i going to reimbursed for petrol that i am using everytime or the airtime i use to phone the bank to find out if they are still offline?i think not. Issue i have is the slow customer service.You have to wait for consultants to come back from tea or lunch break then the cues move a bit faster.