Terrible customer service at Nedbank, The Grove mall

On Saturday the 2nd of November 2019, I went to Nedbank at the Grove Mall in Pretoria to withdraw money from my home loan account. I did not know which queue must I go to when I arrived at the bank. I asked a consultant called Thobela which queue must I join if I'm withdrawing funds from my home loan. Her response was that I must go to inquiries. The queue was very long so I asked her if she was sure that I will only be assisted at inquiries and her response was yes. I waited at inquiries for more than 40 minutes. When it was my turn to be assisted by a consultant, I was told that I have been waiting in the wrong queue. I must go join another queue which I also had to wait before I could be assisted. Overall, I spent more than 2 hours at the bank just to withdraw funds from my home loan account. This service is terrible and is an indicative of *********** consultants.