Nedbank refusing to actually help an elderly customer during lockdown!

I have an elderly aunt who received a call this morning about an investment that "had to be re-invested today". My aunt wanted me to deal with the matter, told them so and asked me to call. I called but could not speak to the consultant because the consultant was in an outbound call centre and could not acceptr inbound calls. I asked the person I was speaking to to get the consultant to call me back - they could not do that because I do not have power of attornet. No problem, then just confirm that the funds would not be re-invested until we get the matter resolved - they could not do that. Okay, can they call my aunt? no, this person is in an inbound call centre and cannot make outbound calls. How do they suggest we resolve - they suggest that we (my aunt and I) go to the branch. I'm sorry, does the bank have the authority to allow that. No, I must do so after lock down - Oh, that's right, after the funds have been re-invested for 2 years........ How is this of any help to my aunt - their customer. I eventually get them to agree that the investments department would phone my aunt back..... Then when they do my aunt tells them to put the funds in her bank account (because that's where she needs them) and they argue the matter with her. Now she's confused, wants to speak to me and says she will call them back..... And so we start the merry go round again!!!!!