Card Collect Simmonds Branch

I would like to ask a very valid question, while at the standard Bank at 5 Simmonds Street a simple card collection is something that took a client 3 weeks to collect because of the poor service he has received and ask a consultant why is it such a lengthy process because staff members and customers don't have time to sit and wait for others queries to be resolved instead of getting it at the front desk ?? Please advise because the other branches don't take 2hours to collect one card!