Standbank service to old people

Im very upset with the service my parents receive from Standard bank Mall@Carnival. They are 78 years old. Last week they went to Standard bank to renew their bank card. The gentleman that help them on Tuesday 16th September 2025 told them to come back today 25 September 2025 to come and collect the new card. When they arrive a rude white lady tell them just to go and sit and wait to be help and from the on set she told them they will sit and wait for an hour and half in queue. After an hour and half they was called after was only two people in the queue. This is just bad, if i dont hear something i will go to social media