My 80 year old mom's 3.5 hr experience at Std Bank

Pathetic service received at Std Bank Clearwater mall. My Mom had to be in the branch 3.5 hrs, Q'ed 3 times to finally get assistance. 15h30 we went into the branch. 15h45 went to 1st consultant to create EAP limit to pay R15000 immediately, to revert to R2000 after 28th. The consultant then knocks off at 4pm while I was confirming beneficiary details, tells me to go to 2nd consultant. Me & mom went to 2nd Q, where she added beneficiaries, and told us to go to 3rd Q for Power of Attorney. I asked why my 80 year old mom can't be moved to the front after 2 hrs, why we can't be assisted by 1 consultant, she told me that's the bank's procedures. Waited for more than an hr at 3rd Q. Left bank at 6:30pm, when at ATM realised limit was set at R2000 (to pay R15000). I had to bang the doors to get the manager Feizal's attention, had to convince him to let us back in. The (White) lady waiting outside who came after bank closed got more attention from him that my 80 yr mom. Limit was only set at 6h50pm (then he went to help the lady). 2 days later, I still don't have Powers of Attorney....Why did my mom not go to the front? Why do we have to wait in 3 different Qs? Maybe it's time to move.