Poor Client service

My dad went in to the kokstad branch to give notice on his 7 day notice account, he unfortunately didn't have his cell phone with him he is 67 years old and doesn't really use his cell phone. He lives in Cedarville and has to travel to kokstad to get to the bank only to get there and they refuse to help him without a cellphone. He had his ID with him which should be the primary means of identification. I understand that the bank is headed in the digital direction but surely there should be a way of working around it. If this is how you treat your clients just to be the most innovative bank...