Long Ques and Unfriendly Staff

I went to sars,I arrived at 10:00 in the morning and left at 16:00 without being helped.All consultants left one after each other until only the manager was left.We asked him what was happening and he said they are closing and we won't be helped that day because his staff don't want to work overtime.The staff said they are willing to work overtime but whenever they work overtime,it takes months to be paid.Today I'm back at sars.i got here at 08:00 and it is now 09:40 but the que hasn't moved an inch.Im here for small business,my ticket is 301 but someone with ticket 475 is helped.That is bull****!!!This system is Bull.They should train their staff to be able to help everyone so we move according to our numbers.Why should someone wait for 15minutes to be helped and another 4 hours?THIS IS BULL.I tried to raise it with the guys responsible for ques and he gave me attitude.He says I must even start complaining because they have grouped us.This is frustrating and they don't care.