The service is very very bad, I have waited 2 time...

The service is very very bad, I have waited 2 times with quite a long time and it takes time.
1 I waited to meet the marketing person for almost 2 hours, I waited but the person didn't come down even though it was on the 3rd floor (if it's wrong)
2 I asked for a reference letter for TAX extension but it's been over 1 hour since it hasn't ended