Severely pathetic service from FNB

My elderly father who is now 91, and has had a bank account with FNB for over 70 years has been having endless problems with FNB. The latest in a long string of issues with the bank is he is trying to open an online banking profile (after FNB with no communication, notice or warning removed his account from the profile he was using). He is bed-ridden, so cannot get to a branch, he does not have a cellphone so does not have access to the App and he does not have a bank card as he does all his banking online. After hours on the phone being passed from pillar to post with no one able to help and being told he needs a bank card to open a profile and not able to order a bank card over the phone, we were eventually given an email address - the '***' address and were told they would be able to look into the matter and provide a solution. What a misnomer - they certainly don't 'Care' at all! A week and a half after sending the urgent request explaining in detail his circumstances and asking for help, he finally got a response from Bongani which said he must please visit his nearest branch to get the matter sorted. Given that he explained in detail why he is physically unable visit a branch, which Bongani either did not read or did not understand, or did not care , this is the most pathetic response. Do you not think if he could get to a branch he would have done so by now? And don't tell me that he is the only person in the country who cannot get to a branch and does not have a cellphone. Surely the bank must have alternative solutions for people who have unusual circumstances. In the meantime, with no access to his bank account, how is he meant to pay his staff or order the things he needs online? Really FNB, is this the way to treat an elderly customer who has been with your bank for over 70 years? @Hello Peter, please could you introduce negative ratings as this bank does not deserve the star I am forced to give them.