Poor service and lack of effeciency

My name is Boitumelo.I requested for my replacement card to be delivered at Nedbank in Carlton centre branch.I waited the whole week for the card to be delivered,stranded without a card.I later got Sms to collect the card.I went 3 days in a row waiting on a line that is literally not moving.No one from stuff is trying to reduce the q,they keep sending their security guy who keeps asking us the same question.One day i went and stood on the line without help for an hour n half during my lunch time.I was on the line for 2 hours and still could not go in as they said they are closing at 12.Their service is poor.I don't understand why they cannot separate the lines because it doesn't make sense for one to q 2 hours just to collect a card i dont think it takes even 15 minutes to do that.I still dont have my card