Reception with a ugly atitude

I went to Home Affairs Randburg to inquire of how I go about extended day to stay in the country I was told to go VFS global in Rivonia. Upon getting to their offices I was standing in the que what I saw was disheartening this reception was almost shouting at this couple who had app**** at another branch but there application was rejected she literary spoke to them like kids. I could tell they struggled to hear her because of the English but instead of her initially calling someone who could communicate with them she insisted on disrespecting them well after I took my phone and started filming her she noticed and then there was a change in attitude. she then decided to go and call someone who can understand the couple. I didn't obviously keep quiet as I was upheld by this kind of service I chatted to another person who was in line with me when I it was my turn to be helped she asked me if I was with the gentle man I had earlier chatted with. and was already being helped surely if I had been with the man I would not have stood in the line still bad attitude. I think the office of VFS global needs to bring in the reception area a person who actually wants to help people