Slow service, long waiting time

I asked Nedbank to send my new ATM Cards to the Carlton Center branch close to my office. I got an SMS and went there to pick up my cards yesterday. I got a service ticket, C044 at 14:27 and I got called at 15:11, this means I sat there for 44 minutes before receiving any service. People were chatting behind the counters, standing around and initially there was only 3 counters servicing people from what I could see. The only reason why I did not make this rating 1 out of five / red as I intended to do whilst standing in the bank, is that the gentlemen helping me was really friendly, efficient and his service actually impressed me. At the end of the day I am an IT consultant, I lost 44 minutes, in the middle of the day which I find difficult to accept. I have 5 accounts with Nedbank, I am considering more Nedbank products, but I would have thought 22 minute is a long, long time, 44 I don't know what to say.