Bad customer services at NEDBANK

I had the worst service experience in March at Nedbank ***** department. I called customer care for clarity on my moms Nedbank account that had payments being deducted by Rain provider, i was then transfered to ***** dept the 1st thing i said to the consultant. was that i dont want moms card to be blocked as its a struggle to take her to the bank as shes 91 years old ,suffering from stroke etc.The consultant at ***** dept ignored me and blocked my moms money sfter numerous times begging him not to block the card. I am currently sitting with a problem of her having to go to the branch and collect her card whilst mom is struggling to walk & must be put on a wheelchair. Etc. I am extremely upset about this inconvenience I would Nedbank listen to our call and take necessary steps cause i need a new card ASAP