Bad customer service

I am no happy with the service I received at edgars wonderpark mall I had to stand in a long queue to go finalize my layby there are 4 work stations but only 2 people were assisting 1 of those cashiers focused on 1 customer for about 30 minutes meaning the que was moving very slow when I finally got to the cashier I am told they can't trace my layby with my ID because I lost my receipt I was again expected to stand at another long queue with customer service which I didn't have time to stand on another queue so my question and issue is why take my ID number and address initially if the cashier is not able to trace my transaction with it and this was the last day to make the last payment how am I supposed to get my layby now