Frozen card

We opened an account for my grandmother so she can change her sassa card to FNB she was getting paid from this account since last year may everything was okay. This February when I go to collect her money I found that the card is frozen. They said I should bring her to the branch. We hired a car yesterday to take her to the branch then they called someone but the person was not picking the calls they say we can come back the following morning we did go still the person is not picking up the call. They sent the email and said they will call us yesterday but still today no call. My Grandmother she is so stressed and think she will no longer get her sassa this is not fair. I hate this