ABSA bad assistance with pensioners, covid exposure - Platinum card renewal

Good day

We are utterly disappointed in ABSA, especially the advice given by their consultants over the telephone. My parents need to renew their Debit Card as it will expire end of the month. Due to Covid, and the Looting ABSA decided to close some of their branches. A branch included in the closing is the Margate branch where my parents stay. The consultants telephonically told my parents to do this on the app, but there are two problems: 1. As soon as you order a new card, the current card, even before expiry, get cancelled immediately, and you have to wait weeks for the new card and not have another means of paying with the card. 2. There is no option to order a Platinum card, which is the current one they have. Pensioners are some of the clients that have Platinum cards. After phoning ABSA and speaking to numerous consultants, no solution was found. The one lady said they will have to drive to the closest open branch which MAY be Durban("if" they are open and 130km away from my parents). ABSA is forcing pensioners to expose themselves to covid risk and driving to other towns just to get a card renewed.

The one lady had the audacity to tell my mother, that ABSA never had an option to order a platinum card on the app or online...My question WHY? Why if it's a card they issue in the first place. And then after telling them to drive all the way, had the audacity to tell my mom..."Mam, I gave you the option, thats it"...Where are their professionalism. What does this mean for their motto/slogan?

They are NOT there to assist their clients in need, or even trying to find a better solution.

I hope ABSA comes back with proper feedback regarding this.