Not good service from ABSA N1 City

On Monday I took my mom to the ABSA branch in N1 City to get her new debit card. My dad has stage 4 cancer and needs constant supervision, so we had to arrange for someone to look after him while my mom and I went to fetch her card. My mom is 70 years old, and has only 15% of her hearing left, so I have to accompany her because she finds it difficult to hear most people. When we entered the branch at N1 City, we stood in a queue for a few minutes and then the lady in front took my mom's details and told us to come back in an hour because they were very busy. She said they will send us an SMS to notify us when we need to come back. We went back and waited in the car for over an hour, and when we didn't get an SMS, we decided to head back into the bank. Just as we were standing in the queue at the front again, we got the SMS and we were told by the lady in the front that we need to go to customer service. When we got to customer service, they were already assisting people who arrived there after we did. My mom's ticket number was #121, and they were helping #138 when we got there. 3 out of the 5 consultants were working, and with the 3 working there, 2 of them chatting to each other with no sense of urgency to help the rest of the clients waiting in the waiting areas. After another 20min of waiting, we had to head back home to go look after my dad. Instead of making a scene in the branch and causing my mom further anxiety, I'm writing to you in a public forum where I now await your reply as to what you will do to make sure that my mom, who has been an ABSA client for decades and even an employee back when you were called Volkskas, gets her debit card. And in record time. I'm also waiting for your reply as to what you, as a company, are doing to help elderly people and those who need to make special arrangements to get to their local branch, to bank effectively.