No satisfaction

My 98 yr old mother has excessive charges on her credit card. first answer from call centre(after waiting 20 minutes to answer the phone) Your mother is registered for two cards. Call another number. Second answer (after waiting 20 minutes) your mother must apply for a pensioners card rate. A "encoure" account. She couldn't spell it. Third call to supervisor I could not hold on again. Sent email. No reply. I have given FNB until the 20th to respond or else my email will be CC'd to the banking ombudsman.