Requested service not provided

My elderly father, who is very ill, went to Absa today to activate online banking so that he can do his banking at home. He had already registered online but the web page indicated that he must first visit an Absa branch. The person who helped him assured him that everything was sorted out, but when he tries to go online, it still says that he must visit an Absa branch first. It is extremely difficult for him physically to get to the bank and he had to literally rest in bed for about two weeks before he was strong enough to go to the bank. Two people had to go with him to assist. This took a lot of organising and stress and it will take him another week of bedrest to recover some strength, as going out is very exhausting for him. It is extremely disappointing that Absa did not provide him with the service he requested even after he was assured it was done. This is a completely unacceptable way to treat an elderly ill person who has been a lifelong Absa client. Please let me know as a matter of extreme urgency what Absa plans to do to rectify this without delay. He is not on HelloPeter so I am posting this on his behalf.