poor service for the sick and elderly at Absa

I am very disappointed at the bank I trust and have been loyal to for decades. My mother who happens to bank at the same bank is so ill she cannot move from bed has to be dragged to the branch to give signing powers to her son to be able to bury her own son. We have just lost our brother, we need access to Some Funds In Her Account. She is willing to sign the necessary forms but the processes of the bank don't cater for such. Other banks have processes in place to deal with such cases but Absa- such a big bank cannot accommodate their sick and elderly. The manager at Protea Gardens refuses to help. The house is just 2 km away. We have our own transport to take them and there and back. Does this mean that I have to change my bank when I get sick or elderly? Do I really have to disgrace my mother's dignity by carrying her around in public just to get access to her own funds? What is the purpose of this bank if they can't help their customers when in real need? Maybe they should find out how other banks do it. Or is this service only provided to customers of a certain segment? What happened to treating customers fairly? Must we really be inconvenienced by the banks processes?