Cannot assist a 93 year old client!

For the past 10 years I have been drawing money from Nedbank for my gran with her card & pin & there has not been a problem. When I went in the other day I took her with me just as an outing for her. They advised us that the card had expired & issued a temporary card. They said the new card could be collected the next week. My gran is 93 & in a wheelchair & at the moment is ill in bed so I went to collect the new card. The man at enquiries said I should go to the teller which I did & had to wait 30 minutes. When I finally got the teller I was told that my gran has to come in. I explained the circumstances to them & the lady who issued the temp card saw me there so she knows I was with my gran but they were not prepared to allow me to collect the card. They are not prepared to accept a letter from her giving permission & they would not phone her to confirm either. I phone the call centre & they didn't assist at all! so basically they do not care if she comes to the bank & drops dead, they want her there! Nedbank is certainly not client friendly! They can't even send someone to her home to sort it out!