Terrible service delivery

Hie Goodday I would like vfs Rivonia to explain to me why they use an appointment system when it's not functioning. I have an appointment for 1045am for the 10/12/20 and as I'm writing now it's 1h45pm still queuing outside in their parking lot. No explanation or apology whatsoever. We re your clients and paying ones as well.I understand lockdown affected everyone but this is the worst service I have ever experienced in my life. So pathetic. It's been slow service since morning and we all frustrated but now to change the appointment system and accommodate people with kids first well it's a good idea but why not use that criteria for allocating times first, what about us with kids waiting to be fetched from school.? And the others suffering from other illnesses. Is that fair at all. Not only unfair unprofessional. I have not even seen 1 official from Vfs coming to address the people sitting outside. Definately there is walk ins being given priority. Can someone with authority please address as a matter of urgency we can't be here the whole day what is the use of an appointment system which does not work. Now already inside we have sitting for 30mins no one to tell us what is going on. Only talkin to security personnel. Very very disappointing u knw such a bad service. Is there no 1 in charge there??