Disability Accommodation

My mom took out a funeral policy with African Bank about a year ago. The consultant who assisted us assured us that she could visit the branch at any time to check on her policy, as she is elderly, cannot use a cellphone, and has a hearing impairment. Today, we went to the African Bank branch in Protea Glen, where we were told that they could not assist us because only the head office can check her policy cover. We were further informed that since she cannot speak to a consultant at head office over the phone due to her hearing impairment, they are unable to help her at all. This was extremely disappointing and unacceptable treatment for a service that is being paid for.