Terrible Customer Service from Call Centre

On 21st July 2020, I received an sms from FNB for my mum requesting her to visit the nearest branch with her ID and proof of residence for a "verification" of the account she's actively used for the last 10 years to avoid freezing of the account. Considering FNB is the best digital bank, and the current pandemic, surely you should refrain from forcing your customers to come to the branch during our peak. My mother is elderly and also has 3 chronic conditions including asthma which requires her to take extreme cautions against going out. I called the call Centre on 23 July 2020 at 3:45pm as I was not prepared to take my mum to a high risk place. The agent who answered informed me that yes they are sending sms's out to clients and she will transfer me to the relevant department if I am unable to go into branch. I was happy with this response and proceeded to hold for the next 15 minutes. The consultant who eventually answered my call asked how he could help and so I told him what the issue was. After explaining to him, his response was "come again?" I repeated myself only to be told that "I selected the wrong department" I explained my frustration to him stating that I was on hold and the first consultant put me through to this department. I then asked him "can you please then put me through to the relevant department" to which the consultant's reaction was cutting my call. I have never been so disgusted with a bank as I am today.