Shocking Service

As a very long time customer with Standard Bank, I expected to receive some form of service when I recently visited their Scottburgh KZN branch. I waited 45 mins to change a pin number on my ATM card and was then charged a fee for the (lack of) service. When I queried the long wait with the branch manager I was told they were very busy... there were 4 people ahead of me. The meet/greet lady was trying to manage both the welcome desk and customer queries, while at least 4 other staff were rearranging furniture ?? When I complained to them via FB Messenger, I received a response saying they were looking into it but nothing since (3 weeks ago). In this very competitive market, I suggest Standard Bank look into their service levels as a priority.