The gain, it seemed to me, was to save face by not looking incompetent Instead of admitting to being incapable of doing something you flail and struggle to come up with anything to push the matter away.
The initial interaction with the manager is the reason that I waited so much time in lines. She led me to believe that she would come through but when she came up with everything she could to deny it that's when I was unhappy and frustrated for having wasted so much time and for being mislead.