FNB Irene incompetence and shocking customer care

My mom (pensioner) has attempted 4 times to provide FNB with proof of her address change. FNB Irene Mall is her closest branch and is where she has had such horrific service . She has been turned away 4 times because each time another consultant deals with her and refuses to accept the forms she provides. She has spent in excess of 4 hours in this branch attempting to resolve something that should be straightforward. Every consultant has explained a different process and given her different forms to complete. It is absolutely ridiculous... my mom has been a client of FNB for more than 20 years and should not be going through such trouble to update information. I will not let her sit in another queue to be told that there is another process.