Did online booking for smart card, when I reach there I went inside

Did online booking for smart card, when I reach there I went inside. Security was sitting by the gate and didn't bother to attend us. Went to him to inform him that I did online booking and asking if I can go inside. I was told to write my name on the piece of the paper afterwards to join the queue outside. My slot was 12:00 & was there 45 minutes before. To my surprise the queue was very long found people who booked 9:00 slot on a queue. I was so disappointed about their service and don't understand why must we book first and when you went there you have to queue mixed with people that didn't book online. Heidelberg Home Affairs service was unprofessional, disgusting and *********😡