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My mothers debit card expired on 30th June 2021 but no prior notification was sent to her and being 97 years of age she is in an old age home in Swellendam, Western Cape and not allowed to leave the premises because of covid. On discovering that her card had expired my sister who also lives in Swellendam and is also an FNB client went to the local branch to determine where the new card was. At the branch no one knew anything about the new card and advised that we contact their call centre to determine where it was. I subsequently phoned on the 9th of July and spoke to a very helpful person who informed me that the debit card was at the Swellendam branch prior to the expiry date and who the person was who received it. My sister then went back to the branch and approached the person who had received the card but unfortunately she was not at all helpful and insisted that my mother must collect the card herself even after being informed of my mother circumstances and them knowing that my sister is also an FNB client at that branch. Please note this person made no offers of any possible solutions to assist in any way. Last Friday I phoned the FNB call centre twice to try to get to some sort of solution but was informed that the only co**** of action was to cancel this card ( which my mother must do ) and request that a new one be delivered directly to my mother. I requested the contact details for the Swellendam Branch and the name of the branch manager so as I could contact him to see if an arrangement could be made to have the card delivered to my mother. I was informed that there was no telephone number for the branch and they did not have the information regarding the name of the branch manager. I was then inform that they were not sure of the email address but to try *** which subsequently did not work. I then went on to the FNB website and composed a complaint relating to this matter but of course when I submitted it it would not send.