Unsympathetic treatment of frail customer

I visited the Somerset West branch with my frail elderly (and near blind) neighbour to replace her expiring bank card. The queue was short but moved at a glacial pace. In that time one customer gave up, one service agent went on lunch, another to the doctor. When my neighbour become nauseous and dizzy, we also gave up, even though we were first in the queue. In that whole time there was no attempt at informing us of progress, or enquring how we could be helped better.