Most disgusting service for a bank

There is not even a one star that I would give Capitec. My frail care family member who is bedridden and in too much pain cant go to the branch in a wheelchair. Capitec wont help us at all, her bank card keeps saying chip malfunctioned and we cannot access any pension money to help relief the financial stress and hospital cost as she was hospitalized again. They wont even send someone to her to assist with a new bank card. We do know all the legal responsibilities as there is no curatorship. But they are not even willing to assist. In my opinion this is beyond disgracefull.