Capitec Banking fails to assist their senior citizens as clients!!! Disappointing and shocking

Capitec Bank does not take the senior elderly citizens or their clients into condiseration. My 93 year grandmother had a hip and femur operation, therefore she is bedridden and unable to walk. Her banking card has expired. Us as a family has exhausted all our options in order to retain her pension for June 2023. We have contacted capitec on numerous occasions, and they cannot assist us. They insist that my granny the client come in to the bank to sign a form band provide her signature. We cannot take her with a stretcher into the bank which means we will need to get a private ambulance which will cost thousands of rands. Is there really no other option to assist this old lady that so desperately needs her money as she needs food and diapers and medication. Why can the branch manager not even con put to show his or her face born try to resolve this problem. The ward councilor along with a sassa associate has exhausted all their options in attempting to help her. But they say that they can't come out to her. So the councilor managed to change her bank to First National Bank in order for her to receive July's payment. Capitec is the only bank that can not come out to their senior citizens to assist. Fnb came out and actively assisted her and created a new bank account for her. But capitec is withholding her money due to a signature and a fingerprint. Moving my grandmother just to get to a bank will be the cause of her death. I am extremely disappointed in capitec that they would not go the extra mile for their clients, but are very quick to cold call to open new accounts and to apply for loans. Surely, somehow, someone at a higher level of authority can attend to this matter as it is a matter of dire urgency. How can this be solved? WHO CAN HELP? MY 93 YEAR OLD GRANDMOTHER URGENTLY NEEDS ASSISTANCE AND CAPITEC IS NOT HELPING HER AT ALL. It is very disheartening and this is going to happen to the next old person. We told the bank that she was in hospital, they simply refused to take that into consideration. Where are the higher authorities bof this bank and are there any contact details so that we as a family can escalate this? I find it very disappointing and shocking.