No assistance offered

after receiving an SMS to collect a card from my nearest branch, i went to the branch and had a seat at the inquiries line. 1 person at the counter, 2 staff behind the counter and 1 person ahead of me in the line. The person ahead of me proceeded to the Card Collections person. Her query was with regards to an account enquiry which could have been resolved by the other person at the inquiries desk. When i requested to be assisted when it was my turn i was advised that only the other counter clerk could assist me