Waited an hour to be served

I went to Nedbank Secunda Mall at 12:20:56 the service champion was on the phone speaking to his friend about visiting him/her. He printed me a ticket and I had to wait for an hour to be served, all I wanted was a statement and to increase my withdrawal limit... In my life I never had to wait at the bank for such a long time! My ticket number was E104! I don't understand why they introduced the Qmatic system if it's not helping them to be efficient... This is the worse service I experienced ever!