Rude employee

I went to pick'n pay Brooklyn yesterday 31 October 2017 and wanted to redeem my points. I wanted and the counter, immediately the staff member(Silot) was leaving the counter so I called him. He didn't respond and went to HUG a lady customer who was standing at the cigarette counter. I went to the security guy who explained that he doesn't know how that machine works. I went back to the counter and found Silot and another lady on the phone. I asked him to assist me redeem points and he said I'm supposed to ask security guy and I explained I already went to him he cant use the machine. We went to machine, I told him about an earlier event. He answered me in a very rude and belittling tone, giving me attitude telling me the way he was busy with another customer. I do not dispute that however he managed to get the time to give a lady customer a HUG while busy with another customer. He didn't even apologies or see himself being wrong. I don't even understand if employees are allowed to give HUGS during office hours and on uniform. The surveillance can also be viewed to confirm what I am saying .