Bad customer experience and unhelpful staff

I went to the bank to update my fica documents as per their request sent via sms. Upon entering the bank which is filled with queues, I looked for an usher who could assist me in to the correct queue for my enquiry. However, non existent! Then I tried to look for signage that would indicate where I would need to go, again Nothing! or at least not visible or applicable for my query. So I do what most people would, I go to the welcome/help desk. There are no queues here, except one lady who is busy being helped. So I stand behind her.( since there is no line, or railings to indicate where to queue) To my surprise a second line starts forming to the right of me. Total chaos!!! Im now left defending my position in a queue, and pretty much verbally being wrestled! Eventually I get to the front, and of course the lady in front heard the bantering of whose next... before even hearing me out, he head starts nodding in the direction of no. With a smirk on her face and attitude, she advises me that I need to go to enquiries. Clearly siding with the second line that was formed, she says' I can only assist you with your query once I helped all these people'.