Poor service at standard bank Vincent park east london

Last week saturday I was at standard bank in Vincent EL for a new card since my card was expired. I waited in the line for a good 3 hours and finally I was assisted. They gave me a new card but apparently the card that they gave me was faulty because I had to phone the call centre as the card was not working. I went to the branch again today and I reported that the card they gave me was faulty and I assumed since it’s their fault they won’t make me queue again. Mind you I have other businesses I am supposed to do as I am working monday to friday and saturday is the only chance I get to do my personal things. The lady who was attending to me said I must queque because there are people before me. I was made to queque for more than 2 hours because of their fault. The service at standard bank Vincent Park is the pits