No customer service

I went to the post office around 14:00 and I was told to come back as the system was offline. I went back again around 20:00 and Paulina Maja told me that she was busy capturing documents on the system and won't be able to help and I should come back later. I thought she was joking, I stood there for 10min before I decided to leave. As a customer service agent myself, I was shocked at the way I was treated. How do you tell a customer to wait for you as you are capturing some documents?