Zep general visa renewal

I arrived there at 6am in time for them to open, they opened at 8am, apparently they don't follow the times on the appointment letters,I was number 39, from there A lady checked my documents and told me that my application form had a line across it and they don't accept it, and she checked the rest of the papers and asked me to go and print the a new application form, which was at 9am, when I came back they told me that I had to wait to be called back, only to be called back at 3.15pm from 9am, I was just sitting in the circle the whole time, only for a gentleman to check the form and it was fine but was told that my work contact is missing and I have to bring it back on the 24 October, yet if the lady had check properly I would not have stayed for long, I would have gone to work and fetched it, we paid for the service and most of the employees are not helpful, it's heartbreaking