shockingly poor service

My experience was not a pleasant one. I visited the department on the 5th of Feb,from 10am till 15:00 no one assisted us. Asked the security guy that was standing at the door which queue to follow he showed us,then I explained to him what I came for he said I must just follow the Queue which I did till 15:00pm. Its shocking how people are treated when they go to these places for help and end up receiving this kind of treatment