Card collection

On the 27th of July I went to woolworths to collect my card waited for 30min at customer care. Then decided to leave. Then today the 28th went there again sat and waited to be assisted two ladies were sitting there assisting clients. Waited for 45min finally got to the front was called by the other lady after she assisting the other lady who looked as if they were not sure of what they were doing. Got to the front only to be told I was suppose to go to other side needed to queue again. What's frustrating the most is that no one bothered to ask us what are we there for but since we saw the signage reading enquiries,card collection we waited there for for assistance only to be sent to another queue.