Senior citizen not assisted

Hi please assist my mother she is a pensioner who has a home loan account with you last month she went to one of your branches in Jabulani mall she wanted to get a statement or balance on a home loan account *** she was told to call the head office her self they don't have phones anymore and the head office will provide her with the statement and later on the consultant promised her that she will get a sms linked to the statement till to date my mom hasn't received the message and she tried several times to contact the head office on ***and the phone was just ringing .Guys all my mom wants its the current balance linked to the account what's the point to have branches if they can't assist the senior citizen assomblief please contact my mom on the cellphone you have on her profile