No professionalism. No compassion for the elderly

I am very unhappy with the service Capitec offers their elderly clients. They have no comparison whatever. My mother is gravely ill. She can't walk let alone for anything for herself. Her Capitec card is not regarding on any ATM or speedpoint device and required a new card. My sister went to Capitec to seek assistance and she was told by the official that they would have to visit her at home to witness that she is honestly and truly ill. We waited. Nothing happened. After giving up, we had no choice but to move my bedridden mother from her home to Capitec to attempt getting assistance as she required to withdraw money for her medication. I personally took her to the bank with the assistance of neighbours and had to request Uber to and from which was an unnecessary expense. The neighbours carried her inside the branch where she had to use a fingerprint to withdraw money but still a new card was not issued. The Capitec official said he explained to my sister at her time of visiting the branch to enquire about my mother's situation that they would have to send an email to Capitec Head Office authorising them to visit my mom at home and issue a new card. He also said that the email had been sent. Up until now my mom still has not received a new card and no Capitec official has made an attempt to visit my mom at home as per agreement. Another month is approaching. Does this mean that my neighbours and I have to carry her out of bed into Uber from Uber carry her into the branch and repeat the cycle again going home? These are unnecessary costs which could easily be avoided if Capitec staff could be professional just for once and care for the elderly. They maybe old but they're clients too and they need to be treated as such.