Bad customer service

I came to Standard Bank Brooklyn branch to request closure for my account I had with them for many years. I arrived at 11:15 or so and there was only one customer before me. I have been waiting for an hour now, no one even bothered to tell me anything about the delay. When I asked the lady at the front desk, she told me that there is only one person who can assist me, the very same person assisting the customer before me. For a big bank like this, it's a big disappointment.