Pathetic Service

I'm not usually one to complain about service as I myself work in the customer service industry but what I have expirienced today was totally unacceptable waiting for 2 and a half hours to be served only to get to the consultant to be told that I can not change from a plus plan account to a newer and more affordable account my question is couldn't they have explained it to me at the Hello Desk as I explained in detail the nature of my visit and was told to join the line at the Universal bankers instead of me wasting 2 and a half hours that I could of been attending to something else can you imagine the frustration I endured totally unacceptable.