Store closed during trading hours

I am really disappointed at identity staff in northgate.i came to collect my order at about 10.30.they were closed I thought trading hours is 9h00 - 18h00.when I came to the door I asked the security why are they closed,she said they are busy doing banking.I thought banking is done a a way before the trading hours or after trading hours.they never even came to apologize and spoke to us to tell us how long they will take.as a customer I am really disappointed.they only opened at 11h10 after waiting for more than 30minutes.