Poor ***** service

My dad's card was swallowed by the ATM. Shortly after the people withdrew R3500 and R1500. R5000 rand in total. The card was stopped. However when phoning the bank they insisted that my dad does the verification even though I know the security answers better than him. I indicated that and they simply refused to assist. They said he must go to the bank to report the incident. He is a 67 year old man and hardly leaves the house. I was then put on hold for 10 minutes and then the call was cut from their side. Absolutely pathetic