Pathetic Banking services

My 81 year old mother has an Absa account. When we moved to Robertson, she walked to the branch and changed her address. The staff member changed her home address and not her postal address! This causes many issues as she needed her 3 month bank statements for the govt hospital and of course it has her old address. The hospital will not accept this! To get a statement, we went to the ATM. The ATMs don't print the statements and only email them. An 81 year old woman living in an old age home does not have a printer!! If she went into the bank she would pay an exorbitant amount for them to print the statements (as she was told the only time she went into the bank - the employee was so unhelpful and useless). We emailed them to her address so she could email them to me and I could print them - that is when we saw the incorrect address! I have POA on her account, and the APP, so I changed the postal address to "same as residential" and changed her email address to my address. We walked back to the ATM and re-emailed the statements and I got home to find the same "old" address. We have spent hours trying to sort out an issue that should not have been an issue if her address was changed when she went to the branch and if the machine was able to print the 3 statements!