Poor Customer Service

Last week I went to the home affairs to Apply for a smart card ID using my new surname as I recently got married. I got the @15:00 hours and was informed to only print the marriage certificate and come back the following week to apply for an ID . I did advise that it's difficult to be off work but I'll do my best to take a half day as this is also important to me. Today a 3rd Jan 2016 I decide to take the day off and go. Got there by 15:00 again and waited in the queue for an hour before one of the ladies decided to come and advise that they closing in 5min and they won't be able to assist us. Unfortunately I could not accept that even though the people infrount of have been returning since the 01 st of the month because the line gets cut off as soon as their knock off time hits. I requested to speak to the Manager by the name of Mr Takuza and I got a shock of my life when he ask all his stuff members to assist and gave him the attitude and refusing to assist a client. To cut long story short......that home affairs needs to get a new stuff and manager as they fail to assist customers. They want to be worshiped to do their job. I need something to be done as I'm planing to escalate