Poor service

I manage my mothers' bank account and have Power of Attorney on her account as she is in frail care with dementia and recovering from a broken hip. My phone was ****** so I went to the Alberton City branch to suspend the account equipped with the bank account number a certified copy of my mother's ID and my ID . They will not suspend the account as I do not have a bank card with me, as per the supervisor in the branch. It took me a few days to get my cell number back so I can use my phone. Then I can register for the app. So I drive from Alberton to Centurion to do the face scan process to register the app (the only option available). The face scan does not work. So I phone the helpdesk. According to them the only option now is to take my bedridden mother to the branch in Centorion. No other solution available.