So long?

I'm writing this report on my mums' behalf. In the middle of March 2015 my mum realised after needing medical assistance that her African bank credit card wasn't in her purse, naturally we called the call centre and all we were told is, the account hasn't been used, there's still r000000 amount available, to get a new card please take id and proof of res to the nearest branch, which my mum gladly did. Upon arrival they state no, 3 months bank statements need to be supp****, so we trek to FNB and get them, give it in only to be told there's a 48 hour waiting period, my mum duly goes back a week later, a card is given, but the consultant doesn't activate it. Call the call centre only to be told the card wasn't activated my mum HAS to go back. After making her even programme the card with a pin. My mother is diabetic and has issues walking due to a foot injury, this was explained, this is the 3rd time at african bank and still no help. Where is this proper client service?