Shocking customer service

My mother is 87, frail and very deaf. She cannot hear on the phone. Her two cards, debit and credit have or are about to expire. She has received sms from the Card Division saying they are unable to deliver the cards. She has emailed them to explain that she has moved, and asked if the cards could be redirected. No response to 2 emails and several sms. I am her daughter. I contacted ABSA four times. The first consultant was abrupt and told me he could not help me unless I had signing powers on my mother's account. The second consultant was unhelpful and basically told me that she could not assist me. The 3rd and 4th consultants both dropped the call when I explained the situation and asked them how ABSA could assist. Surely, ABSA should have better trained consultants who want to help their clients? Surely ABSA should make allowances for elderly people and not say take them to the branch! Let them sit for ages, Be rude when they cannot hear you? I cannot explain the frustration my mother and I have experienced dealing with people who are 'consultants', who are indifferent to the problem you face, and drop calls.