What's the point making an appointment?!?

I booked through the eHomeAffairs portal and made an appointment for fingerprinting at 10:00 on 3 December 2018 at FNB Lifestyle in Centurion. When I arrived there was a very long queue which surprised me as I had an appointment. When I finally got to the front of the checking in line I asked the person how many applications are booked per time slot and the reply was 20! There is no way 2 officials can process 20 applications per hour. When I mentioned there are many more than 20 people I was told their system was down the week before and what I saw was the backlog. So these people were just told to come in this morning regardless of existing bookings. I don't care if your system was down. I don't care if you need to clear a backlog (schedule new appointments in available time slots, get more officials or heaven forbid work overtime). What I do care about is that I had an appointment at a specific time and had a reasonable expectation of being served in my alloted hour. In stead I had to leave 2 hours later unhelped as I had to collect my kids, had to make a new appointment and now have to go waste more time. If only the staff acted apologetic or even just sympathetic it might have helped. In stead they carried on at a leisurely pace with no sense of urgency or even one apology. By far the worst service I've had in a long time.