10 customers standing at equiry

I'm standing in a queue off 10 customers at enquiries, while 3 tellers have no customers. I went to ask if they can assist me by just collecting my card, I was referred back to enquiry line, is it so difficult for tellers to actual assist me by getting my card. They 3 with no customers yet they unwilling to assist enquiry customers, we come on our lunch times to the bank expecting to be served more effectively,