Complain on credit card payment

Today i went to a absa branch at chris hani in vosloorus to pay for my mother Patricia Ngubane credit card and when i got there i went straight to the consultant phibi or something like that and informed her that i want to pay R1000 for my mothera credit card i know her Id number as she wrote it down for me and she has misplaced her credit card will they be able to assist me and she said yes.To my surprise when i got to teller number 6 i explained also to her that i dont have her Id as she is an essential worker at Health and needa her id always but i have her id number as rude as she was she told me she cannot assist me my mother needs to came to the branch personally just to pay.I am fustrated as i stood on long queues just to go inside and enquired before i queued inside all to be turned back.does this mean if shes working everyday during this lock down she has to fall into arreas although she has the money just because absa staff have different working ethics cause the other said i will be assisted then the other says they wont and i could have used that time to pay other things unlike to queue for hours for nothing.My mother has been using this account for more than 30 years and it is unfortunate that i wish she can just change backs cause this is poor service.***