Bad customer service

My daughters capitec bank card was retain at lenteguer bank on Monday the 14th November 2022. I went to the bank on the 15th November 2022 and the bank was offline at Capitec branch Mitchells plain plaza. They eventually after more than a hour came back online after standing at the bank explain what i want to do. Just to be told by the consultant that they unable to help me without my daughter which is the minor. I was told she need to come with me to the bank to get her finger print done and to upload her picture. A few months ago i went to visit promande branch and i was helped with a new card no hassle. I have been told today that my daughter which is a minor can open up a bank card without me being around because she has a ID smart card. I find this hard to believe because she's still a minor and does not even have any proof of address under her name. This to me was shocking and i was told this new system was put in placed last weekend. I explained to the consultant named Avu we need the funds from the account. I asked to update a mobile number and was told this can not happen. The whole idea behind this was to transfer the money out of the account, I was told she need to be with me to do this as well. I work and my daughter is at school writing exams. We need the money. Another consultant was called and the situation was explained and the lady said, it might be that home affairs updated her details late and to indicate she has a smart card and this was the reason why i manage to get a card from promande branch. I fail to believe this because she has her ID card for more than a year and the time i went to the bank for a replacement card the ID card was less than a year old. alot of excuses was made, I was extremely upset. Then the consultant called customer service to ask if they can help. They asked to speak to me and the lady explain to me about the charge to get a new card and that they unable to help. I asked if she can update a mobile number and she said it not something they can do however i can do it at the branch with person helping me. The call was diabolical and the customer service was horrible. The lady i spoke to named Riva she has no customer service skills and no active listening skills. She listen to respond not to understand. I would ask her a question and she would not understand and her reply would be WHAT did you say, instead of sorry or excuses me i don't understand can you repeat please.

I don't know what i should do. If this was explained to me at the door while waiting on them to go online i was going to understand but to wait for them to go online explain myself and to be told my daughter need to be around to get this shorted was beyond the joke. Its like the one hand does not know what the other one is doing and they work for the same bank !