Physical branch for window dressing?

I went to Nedbank Bay West this morning at 9am. First the number system didn't work and i received a ticket with E2 on written by hand. Then i sat down. The other people had T1 T2 etc. I thought i needed to go and see a consultant as i want to change my home loan debit order. After sitting there about 10 minutes i was taken to the teller that told me i need to PHONE the call center. What is the use of having a physical branch then? Also i held on for about 5 minutes and left! Seriously? I understand the bank/call center can be busy as it is the 2nd of the month, but come on! This is ridiculous! I couldn't change my debit order so i will be making a EFT payment the end of May. Unless i get contacted by Nedbank they will receive a EFT payment and not a debit order!