Very bad customer experience

Extremely bad experience at Old Mutual, Port Elizabeth, The Bridge branch. I entered the offices and was given a ticket nr 29 at 12:58pm. I was then called to be assisted by consultant Theo Mtendeni and then needed a document reflecting my tax number. I managed to get the document in my vehicle within a few minutes and was back in the Old Mutual offices. The reception consultant handing out the ticket, advised me my previous ticket number still shows open and will be assisted by the same consultant Theo Mtendeni. When I got to her she firstly was busy with counting money to give her colleague. Then she helped me just to tell me that my ticket has been closed due to time delay. She asked me to get a new ticket number and wait in the queue. I refused as I already waited so long to be helped and then requested to speak with her manager. She rep**** that I must go to the manager, I asked that she call her manager to resolve this, she just refused, refused to help me, refused to call her manager. I have never been so humiliated as a customer of Old Mutual, with a number of policies with them. I have been a loyal customer for years and to get this service, pathetic.