Identity poor service

I went to Identity Somerset Mall on the 16th to get my card for my account. There was a long queue, so I came back later. I waited for 20 minutes in the queue. I asked an employee why it was so long just to get a card, but he said I had to wait. I have a leg problem, so I asked my daughter to queue for me. I asked for the manager, but he also said I had to wait. When I finally reached the cashier, they said they were offline. Nobody told me they were offline and I wasted all my time in the store. The manager was rude to me. The service was pathetic!