Pensioners not helped

We were waiting in the pensioners queue for Joseph to help us with a debit order when another young man jumped the queue and said he was in a hurry and could not wait in the customer service queue. Joseph was prepared to help him, but ignored the fact that my mother, turning 80, was first in the queue for help. We were already waiting ten minutes for another man, also not a pensioner, who was being helped by Joseph. I would like to know why Joseph is kept in the pensioners queue to help pensioners if he still ignores the older people and first helps his so called friends....?