*** help..*** service

My father is 82 years old and has a query about a transaction that does not seem right on his account. The branch cannot help him to indicate where the transaction originated from, so they give him the so called FNB helpdesk number. Upon calling this number and going through the prompts he gets to an agent that indicates to him he needs to have a smart phone and download the app so that they can verify him.....how in the **** do you expect a 82 year old to do that? He has been a client of FNB for over 40years and you cannot assist him unless he verifies himself via the app.....what a joke!!!!! You are a joke!!!