No Service for Pensioners

My elderly father who is trying to get help with his home loan payments made numerous phone calls waited 2 hours in the George branch still no help and gets told he must do everything on the banking App!!! He is 74 his wife is 82 and needs not to be told apply online!! We live in Sedgefield no branch available and have to drive to George or Knysna. Petrol costs phone calls costs this is disgusting service for the elderly!