Staff are robots with no ability to think out of the box

Staff has no interest in assisting clients correctly. My mother who is 86 and can barely walk must now go in this heat to Goodwood walk in centre to update her details because apparently her details are more than 20 years old, even though she has been there in the last few years. They took their decoder in today to the Somerset west agent and were told that they must buy a new one, the new one cannot be connected because the call center says the last 3 addresses they have lived in is not on the system. How is that possible? If anything happens to them on their drive to Goodwood tmrw, DSTV will be held responsible to the full extend of the law.