Card Renewal

We have been informed that we need to renew our Game card. Accordingly we visited Greenstone Game and were informed that this process would take 1.5 hours and that we would have to wait for it. I asked why we couldn't apply and return after a few days. The lady told me this is not store procedure and we will have to wait! I asked for an email address to make my complaint. She said she did not have one. I asked her to ask her colleagues (there were 4 others on duty). She said they did not have one either. Unacceptable attitude and service. How are we to renew our card without waiting an impossible 1.5 hours? In this day and age?