Card collections taking more than an hour

In today's technological and almost post covid age. Why does it take more than an hour to collect a card from a branch? Two months back I collected a replacement for my expired card then it took more than an hour. I now opened an additional Mymo account and I am collecting a card and I've been sitting here for more than 45 minutes and there are still lots of people in front of me. You guys either need to seriously look at your processes or you need to have more staff in your branches or have more branches.