Bad client service

What a pathetic service I received from SARS Orlando East branch yesterday the 16th of September. We waited on the queue outside for 4 hours 30 minutes before getting inside the branch and when we got inside the branch the seats were literally empty and I was puzzled as to why were we made to stand on the queue outside when there were empty chairs and to top it off there are 16 counters but only less than 10 counters were operating and the rest were empty which is probably another reason the service was extremely slow and horrible. The waiting time to get assistance is horrible, regardless of whether or not it's filing season the service is very poor and there's no urgency from the staff, even when I was expressing my dissatisfaction to the security about this process and matter he took it lightly. I even mentioned to him that if I went to one of the SARS branches in the suburbs I would have received assistance quicker than Soweto and his response was I can't compare the branches and I said I can compare them because it's one company doing the same job rendering the same services. When I wanted to make a booking online to avoid walk-in and this kind of inconvenience I got a date that was too far and when I tried to file online the system had numerous errors. This service from SARS is unacceptable in all platforms, they can't keep up with the volumes and I'm extremely disappointed and angry for this poor service. All that the security was doing when he came outside was to count people on the queue, then call and priorities people who made appointments who are at the back of the queue, people who didn't even spend hours in the queue like the rest of us. I also spoke to the branch manager, who didn't have a name badge but the golf shirt he was wearing was embroided "branch manager", he did not have any remorse about the service delivery when I was expressing my dissatisfaction to him as well, he just said he's sorry he'll report the issue to the IT people and I also made him aware that I'm going to escalate this complaint further. I'm reporting SARS Orlando East, Soweto branch. This bad client service must come to an end, people must be treated fairly and equally and they must have sense of urgency and not drag their feet when serving clients. Furthermore, they must provide staff members with name badges so that we are able to know who's servicing us especially because I have a complaint about a manager who didn't have a name badge.