Service terminated after downgrade for elderly -93 years and expected to visit their branch

I requested a downgrade for my granny account whom is 93 and paid the premium for that which was not done and when I contacted them again they mentioned that my granny should be the one on the call regardless of her hearing due to her age ,up to this day her service has been terminated and in our neighborhood we do not even have contact center offices ,which I was advised to take her there in the mist of the pandemic ,They don't even consider the risk ,its been over 14 already .*** -***