COMPLAIN ABOUT SERVICE

I have been to this bank in Centurion Mall and I have to say I am dissapointed with a service .we were made to stand in a queue for about an hour and while the service consultant were not attending us. What kind of business does not take care of its clients? It is not the first time and guess I was just here to collect a card Why can't the bank introduce courier service if any to deliver in our convenient like FNB does without wasting time in some useless queue .