Whaat?! Seriously?

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I had a long stay in a bank this afternoon. It's almost 3 hours per calculation. It was understandable that there were influx of people following a holiday. I even line up outside before entry to get my priority number because per quarantine protocol, the number of people to be catered inside should be limited allowing proper physical distancing. To my dismay, only one teller was calling and accepting transaction and I don't know why other tellers in the counter were busy with their respective things. OK, I have to wait, what else I can do? For me, it was really a slow service from a known bank here. Ten notches before my turn, I feel the urge to urinate and I can't hold it until after my turn was done. I approached the security guard if I can use the comfort room. Sadly, there's an instruction from the manager that clients cannot use it according to him. No, I couldn't hold it for more minutes so I just went outside and get inside to the nearby cafe and use their toilet instead. I'm not sure of that rule. Why they do not allow that? For many times I've been transacting in a bank, this was my second time to ask a favor to use a toilet. First, with the other bank I was allowed to use theirs. Not a good experience that was.