Her Majesty on her throne

I have been sitting in tbe store to have a hold removed from my account since 09:00. It is now 10:45. The service is so poor that the manager doesn't come and give feedback. I have to have her called everytime and ask for feedback and all she simply says or sends the staff member which I have sent to have her called is simply "I am still busy". I think this is extremely poor service as firstly most kf my morning has been wasted, secondly, I have to summonse the manager from her throne everytime just to get feedback... Is this how u great your clients Spitz?