Bad service for working clients

I'm writing a review on behalf of my mother who urgently needed a bank statement, while at work.... they have no system of helping people who are at work, now remember when you are at work you are giving a lunch or tea break, the lines were extremely long and no-one was willing to help her, instead told to going the line at the atm, when eventually explaining to them, your are told to join a line inside, once joined that line you are told you cannot be helped there, you need to join another line which is just as long are people who work in retail not considered? This was Standard Bank Ixopo