Pathetic sevice

My mom sent someone to pay R100 into her account, but the person made a mistake and paid R400 now they want my mom to go to the store for a refund because the card was blocked from 2019, she hasnt bought a thing but paying for cellphone insurance only. I have been explaining to them that she can't go to the store for health reasons but their head office call centre doesn't want to listen, so they don't care even if she's othysically fit they want her there. They phoned her she told them the same that she can't due to I'll health they still want her. They requested an email which she to sent to them but they still want her. I had her exact card, her ID and mine they still want her to go there personally. They even suggested to bring the medical report states she is unfit to go to the store what nonsense is this? .