FNB and people with disabilities - horror

My partner is hearing impaired and has had quite an experience with FNB Card at the Tygervalley bramch of FNB today. The poor imbicile in the FNB Card Callcentre could simply NOT understand that my hearing-impaired partner cannot have a telephonic consultation, despite 2 very helpful ladies working in the branch's desperate attempts to help the person on the other side of the phone understand the rather delocate situation. Is it policy to treat people with disabilities like this? Does this mean that FNB do not want to do business with disabled people? I would appreciate any feedback and a plan of action as to how FNB is going to correct their atrocious behaviour, as well as to how they will ensure that this does not happen again.