No customer urgency

I'm standing here outside the loch Logan mall branch for a Sim swap since 09:00 for my husband's nr. We were together when we got here then I left him to go work in the car. He then comes to fetch me to remind me the Sim is in my name that it is me they need to speak to. When we come back the 3 consultants working here tell us we need to queue again but my husband was already helped. It's only one consultant working, another at the door and another sitting behind his desk not helping clients. It's been 2 hours and we are still in the queue.