Nedbank Dobsonville Mall Branch review: pathetic service

Yesterday I went to dobsonville branch to request a notice from my investment account. I waited for something like 30 minutes and maybe more without any assistance. There was a long queue of people waiting to be helped and they all seemed to be waiting for this one particular consultant, but when checking the cubicles I noticed that out of about 8/9 consultants there was only 3 working. The branch manager (Precious Phungula) was there but absent in her duties, she didn't care about the situation in her branch.
I ended up leaving the branch without any help, now my question is...what are we paying for if going to the branch closest and convenient to me will be such a hassle, do I have to drive far where there's whites in order to receive a service?
Can someone please tell me if that is normal culture just because the branch is located in the black community.
Dobsonville is failing it's clients.