A DIP IN SERVICE LEVELS

On the 15/02/2016 l went to Standard Bank Glenwood for a letter confirming my bank account. (A month ago l had gone to the Standard Bank branch at the Pavilion for the very same reason and had no hassle. I arrive at the Glenwood branch with my 16 month old daughter as there was no one else to watch over her. About 4 minutes of waiting in the short queue (3 people including myself) a consultant approaches me to offer me assistance. l advised her l needed a letter to confirm my bank account with Standard Bank. She refers me to a service consultant, whom was attending to a client & had another waiting in the queue. I was really confused as l had thought this was a service the\Enquiries\" desk was able to handle just as they did at the Standard Bank at the Pavilion. The worst part is the enquires queue is empty and lm still waiting. After 20 minutes of waiting my daughter becomes restless, no one was bothered, so l approached someone at the enquiries desk, she advised me that the enquiries desk is no longer able to provide this letter to customers as it needs to be typed out, which only the service consultant can do. Seriously? Do you not follow the same procedure as other branches??"