Bad treat

I went to Heidelberg Home affairs today only to find out that they work with only appointments,if you don't have and apointment they don't communicate nothing with.My worrie now is we where just 8 of us who didn't do appointment and there where elders there,so what I want to know is if you don't have an appointment you can't take a smart card because surely the treatment was bad and they were suppose to tell us to leave instand of letting us to stand there from 6:30 till 14:00 never say anything then we decide to leave withouth any comunication