Unforgivable bad servuce

Cant complain about the service cause there isnt any. Taking your time making me wait in store for 2 hours now while waiting for Budget to sort out payment for an assessment, Although the staff are friendly it ends there, the client has to phone and follow up.... many times a day and with a lot of hassle has to dive to wherever to do assesments because Budget lacks the competence. I have no words. I allready lost the first claim because of the same thing, shunting the client up and down.