Unprofessional behaviour

I went to nedbank in eshowe(eshowe brach), upon my arrival while still entering the bank a guy standing in front of the ask how can i be helped hot a bit uncomfortable as there is a designated desk for information he sent tme to sit somewhere where again a lady asks me the same question and she left to ask another guy if i may be assisted where her response was “they not sure if they will be able to assist me as am looking for old information which killed me that how can you respond with a negative statement without any attempt