Insincere customer service

I am really really frustrated at the poor quality and the inefficient service at the Verulam Standard Bank branch,got to the branch to set up a beneficiary for payment which I expected to be quite simple but that wasn't the case. As I entered the branch got to what's looks like a check in desk to see what's your query and then get directed accordingly to the relevant department,upon getting to the lady at desk she advise us to proceed to the Enquiries which had a queue. We immediately joined patiently however 1 hour and 10 minutes later we did get to the front of the queue which was disastrous there was a guy servicing a client at counter no 1 where he had been with 1 client for over an hour as I could tell he was concluding a product sale transaction of a money market product which I presume should have been done at sales consultant area and not the Enquiries department. Upon engaging with the staff to try and assist not a single person had the decency to actually offer some sort relief instead we get told why didn't you guy's download the App or internet banking our lives would have been made much easier after us spending more than an hour in the queue. If I don't want the App or internet banking facilities for security reasons, is my punishment to stand in the queue for more than an hour? Is that the service that we have to deal with and is it not a basic human right to be treated with dignity. Once I proceeded to the Enquiries counter official to conclude our transaction the lady mentions that I needed my Smart ID card instead of my Green ID book to set up a beneficiary for payment and when I contacted the call center to verify this they mentioned as long as the ID book and Smart ID card are the same, the branch would perform the transaction but that never happened.The don't care attitude is really pathetic!!!