No one is helping

Want to do some foreign exchange, waited in the room for 30 min, asked 3 employees while waiting but still no one come to help. Told the person who do the job is on lunch, we only will get help 1 hour later, this really make me wonder, if you only have 1 person do the job and that person is on lunch, aren't you suppose tell us earlier? And I can't believe such a big bank only 1 person is doing the exchange, what kind of service here?