Poor service

My mom's bank card got misplaced last year September and in September I approached the bank to advise me on what I need to do to get another card as my mom is bedridden and wouldn't be able to get to the bank herself. I was advised to go to the Masters office and get a letter of curatorship. I did so and it took months. I went back to the bank today with the letter but yet still nobody can help me to get a card. This is very unprofessional even when the professionals that is suppose to help you doesn't know how to help