Poor service from Standard Bank Northgate Mall

My wife needed to renew her expired ATM debit card which for some reason only known to Standard Bank can only be done at a branch. We are both in our 80's and we went to our closest branch Northgate Mall. There we had to wait to gain entrance for 15 minutes whereupon my wife was shown to a chair ahead of other customers waiting to be served. After a further 45minute wait, we were called by a consultant to the counter. Then there was a verbal protest from other senior citizens waiting in the queue, although both my wife & I are partially disabled. The consultant then called the manager from his office who intervened in a very rude manner and we were finally able to conclude the obtaining of the new debit card, the process taking only a few minutes. Why did the manager just remain in his office where it was obvious the waiting for service queue was unduly long? Surely people such as ourselves requiring only a new card should have a designated consultant for quick service? I hope we never have to enter a Standard Bank branch again if this is indicative of the current "service" level.