ABSA doesn't care about the elderly

My elderly mother has been unable to pay the due amount on her credit card since lockdown started, because retirement homes do not allow residents to leave the property. ABSA has now blocked her card and sent her details to collections. I phoned today to get the outstanding balance amount so that I can pay the amount on her behalf. I gave up after being transferred 6 times!!! How is it possible that ABSA treats the elderly in this manner? Surely there should be some understanding of the specific needs of the elderly under lockdown. To say someone else must pay is ludicrous and to say they must do online banking is equally ludicrous. Who advocates for the elderly in circumstances like this. Absolutely nobody in ABSA that is for sure. Needless to say she will be closing her account after lockdown is over.