Cell C's security rules overwrite client service

Cell-C's Customer service are so focused on the RULES for security check, they miss the "client support" factor. I was with them for many years, with my BUSINESS phone. Because the phone was in the company's name, it was impossible to call them with any issues because they REFUSED to assist me. TIme and time again they had me in TEARS because I was just so frustrated and hopeless. I eventually Port to Vodacom and never had any issues again with customer services. Today, I was trying to sort out my sick mother's phone (covid), which is on my DAD's name. He is old and confused and deaf, and does not answer his phone we we call because he cannot hear it ring. He also cannot go to my mother's room because she has Covid and is isolated in her room. Suddenly she cannot make any calls and think it is because she does not have any minutes left. I am trying to find out what the issue is, because it seems she still have airtime available, but I cannot put any airtime on her phone, she cannot make calls, and Cell-C again REFUSED to help me because my Dad is not with me and they want to talk to him ONLY. They are so stuck on their stupid RULES and processes, they do not give a damn about life and death. They have no common sense that sometimes RULES should be adapted to actually HELP the client. They are short sighted and the customer services SUCK. I've called 3 times. The first time I spoke for 10 min and then realised the person is gone, the second time the lady TRIED to help me but because I could not answer one of the security questions she told me to call back because the system won't allow her to go in, and the 3rd lady just told me she won't help me because I am not with my dad (who is the owner of the number). I was in tears and she still did not give a damn. How can you be so heartless - and all because of rules. I was not asking for any personal details, I GAVE them all the personal details. I was not trying to HACK my mothers account, I was trying to put money on her account so she can make calls. What does security rules help if you cannot use it to HELP the client?? Pathetic.