Disgusted Service from Edgars head office in Cape Town

Yesterday 10th August, I accompanied my mother who is the account holder and is 86 years old to Edgars Maponya Mall (Soweto). On our arrival we had questions among other thing the benefit of the Club Classic. The lady at the store called customer care in Cape Town to explain to us. We had no problem with the first consultant we spoke to over the phone, but the problem started when we spoke to the second and third consultant. I told the lady that I'm in the store with my mother but due to her age, I will be the one speaking to her. She asked to speak to my mother to confirm her presence and was supposed to speak to me again. She continued speaking to my mother. As I said my mom is 86 years, at some point she could not understand or hear what that lady was asking, and whenever I try to interject, she would insist that my mother answer her questions. What I did nit appreciate is when she started becoming impatient with my mother and telling her "YOU ARE NOT ANSWERING WHAT I'M ASKING YOU". She asked her to repeat her identity number several times, and my mother could not properly read small prints on the i/d card. She continued asking the date her i/d was issued, my mother could not see that and I had to find out what the question is and show my mother the issue date on her i/d. She went on asking for a mobile number which my mother cannot memorize, and every time I try to help my mom she tells my mom I should not tell her what to say. The last straw was when she asked my mother the balance on her Woolworth account, how the hell was she suppose to remember that, more so she had not idea that she will be INTERRROGATED like that. I could see the panic and shiver from my mother with all the interrogation. My mother felt so humiliated by this woman she wanted to close her Edgars account there and then. The worst part when you ask for the supervisor or manager, they tell you it's not possible. After all of that she told my mother she FAILED the verification and the account is blocked, she must speak to the ***** department. After all the drama, the lady at Maponya made copies of my mom's i/d and send emailed them to the ***** department and the guy in that department was polite when confirming details of my mother. To the woman that interrogated my mother, she is very disrespectful and have no compassion to deal with elderly people. I feel she is in the wrong field of work. She must apologize for her behavior towards my mother because it was uncalled for. How do you expect anyone at that age to remember every detail, hence I accompanied my mother in order to assist her. I hope Edgars head office will deal with her as she does not deserve to be there, she is a bully.