5 hours in a que

We have been sitting in a que for 5 hours and haven't even reached the front. They let people in from the back and if you go to the counter you are being helped immediately. But beware your soul if you are part of the early people and complain you will get a snappy unhelpfull response and no service is a thing every day as its shouted out by Karen saying you will be here a minimum of 5 hours. How can people wait for 5 hours to get helped with their tax????