Waited for over 45 minutes to submit proof of resi

I am really appalled by the service levels at Standard Bank Sandton City. I got an email to submit proof of residence and my options were to post it or come to the branch to submit it. I decided to come to the bank as I work near there thinking it should be a 5 minutes took close to an hour!!! Sitting and waiting with no explanation from anyone. There were only 2 service consultants and every was taking it out on them, some customers just walked out. This is unacceptable for such a central and busy bank. Every time I have been to this branch I've had to wait a minimum of 30 minutes. I am just confused as to how I couldn't be given an email address to email the proof of residence to. Why does Standard Bank insist on being so backwards and waste their clients time? Why am I still with this bank? The consultant took a further 20 minutes to change my address...