FNB not for elderly, vulnerable or Afrikaans people

My elderly mum received an SMS from FNB that couriers would contact her to arrange for delivery of her new card. The next SMS that she received, was to inform her that her card was delivered to a branch hundreds of miles from where she lives. I had to search for a contact number for FNB, but finally found one and, after having to listen to tens of options and lots of canned music, finally got hold of an agent. This person asked me what kind of account my mum has, what colour the card is, what the card looked like, etc. etc. She finally told me that she could not help me, as the only dealt with a certain type of account. I had to phone the number on the back of the card. I phoned the number on the back of the card. Same procedure and also finally got hold of an agent, who told me that he had to speak to my mum directly. When I told him that she only spoke Afrikaans, he put me through to an Afrikaans speaking lady, who told me that she could not help me and had to transfer me back. However, she knew that they would only transfer me again and that I had to tell them that they should not transfer me to Claudia, as she could not assist. I decided to try once more and got through to Joshua, who told me that it was all the fault of the courier and that FNB was not to blame and could do nothing about the matter. We would have to go to a branch, apply for a new card and wait 7-10 working days for it.