No more Enquires at your branches??? Tellers selling life covers while customers wait for efficient service

I went to your standard bank windermere branch and was in the queue for an hour, I only moved up by 1 person in an hour. This was due to all enquiry tellers busy with life and funeral covers. I came to collect an expired credit card.No one as you enter the branch to guide and direct you.. Stood in the wrong queue until a customer told me,Shocking that you have such service. During covid times you want people in and out of your branch quickly not sitting for long periods, I was then told that enquires does not exist... If so please remove the signs at all your branches.