Disappointed by bank's special counter service

I have a Bank Smart account with the Hang Seng Bank Kwun Tong branch, but I don't think I am very smart using it.

There are two inconvenient counters located at the basement.

Technically, they are reserved for those who have Bank Smart accounts, but every time I go down there I have to queue for service.

The reason is the counters are always occupied by the non-Bank Smart account people especially in the morning. Staff members are busy dealing currencies, foreign exchange, handling new accounts and other transactions. Some customers even chat with members of staff, to get their opinions regarding buying and selling shares. This leaves people like me irritated.

My question is if the bank cannot afford to have two counters for Bank Smart, the bank shouldn't have put a 'Bank Smart Account' sign there. It is so misleading because people might think that it is the line for Bank Smart only.

I think customers pay a higher annual fee for Bank Smart, because they expect quality and a better service from the bank, otherwise, why bother? In this case, the bank has failed to keep its part of the bargain.