Why did I go there?

I have an issue with my credit card account which I wanted to discuss with an advisor at the Northgate walk in centre. Stood in the queue for 35 minutes. when I am in front of the queue and about to be called by an advisor someone with a Standard Bank uniform approaches me and ask if she can help. While I am trying to explain she walks to a telephone, calls a help line and pushes a phone handset in my hand! Why did I make to time to go to the branch, stand in a queue and wait my turn? Because I wanted to speak to someone personally and not phone a call centre. Why have walk in centres if you do not want to help me. In the meantime the queue has grown to about an hour queue. So I walked out. As I told Standard Bank before, it is simply much easier to open a new account with another bank than trying to change something with Standard Bank.