FNB bad service delivery

My mom 85yrs card got damaged and due to an operation on both legs, she was unable to get into the bank to apply for a new card. I've arrived at 09h00 at the bank and after 45 minutes I was assisted, the guy who assist me promised that his colleque will contact me soon, to inform me what to do, I've never received a call up until now, and my mom will be admitted in hospital tommorow without having any access to her savings, imagine the inconveniences for a 85 year old be admitted without having money, that's bad service delivery, putting so much stress on my mom.