Not sticking to trading hours..

So it is currently 16:17 and I needed to do a sim swap at telkom in greenacres mall.. there is about 4 people in the que and the consultant comes out the store to tell me I cant stand in the line coz they not taking anymore customers.. i am a paying customer of telkom and they would not let me do a simple sim swap.. take into mond that the malls trading hours are 9-5 not any other time.. so i am deeply upset about this and i probably will change my service provider..