Don't know how to help Special people

Hi, why is that if you need help we have to struggle so much when it comes to special people , my mom wanted to open an account with capitec for my lil sister sins we all are with them, and my sister is a Down syndrome child, and we all know how we feel about them, specifically if iets your blood, so the person who help her said to my mom that she can not help my mom, coz they want to ask questions, so my mom said to her, but she can't talk, still she rep**** we need her here, and we understand the part where she needs to be there, but did she hear what my mom told her, that she would be able to talk back, so how do they help special people or disabled people, or don't you have a program for them.....???!!!?? If you don't want to help just say so but don't let my mom or my sister feel like ****.....because of the difference she is still a good person even better then you.....