Customer service that reeks

I have full rights on a mother in law's account who is 80 years old, and in an old age home, barely able to walk. after calling 9 times, with the operator ending the call every time as soon as I start speaking, I finally got through to an operator that did not end the call, only for them to tell me that the owner of the account had to come in to cancel a FNB connect card. How on earth should she do that in the first place, and secondly, what is the use of having rights on someone else's account, if the bank refuses to allow you to make decisions on behalf of that person. Completely regarding the fact that your customer service stinks to say the least, you practice is even worse