Terrible service

I would like to express my dissatisfaction with Sars for their terrible service towards me as the loyal taxpayer. I checked in at about 1 pm accompanied by my husband. We were handed service cards separately and mine was for special because I'm using crutches. But what is the reason for special if I had to wait for another 2 hours for my companion. When I tried to ask the branch manager Yolanda she dismissed us like nothing and told me that I have no reason to complain because I could've filed for e-filing. I'm not happy at all with their service at welkom branch at all.