Bad customer experience

I went to ackermans Chris Hani Mall and to my sister who uses crushes as she can't walk properly as she couldn't stand for long periods of time and wanted to just pay her account, I asked the lady in charge if she can't be helped as the line was too long, she says they can't. I wanted to enquire if you don't help people who can't stand for long and she is a pensioner. I wrote to their customer care e-mail and was told they will get back to me, till today am waiting for their feedback till now nothing so this means the elderly or disabled have no queue they must wait with everyone.