Repeatedly giving bad service from people that have put their company where it is today

My dad, a 71 year old man has been going in and out of Old mutual's offices / branches including myself trying to find out why can't they renew his card. I've been making calls to their head office - but never got the real reason. My card now is carrying a card that expired in March and he can't access his money at all and even make transfers. The money and the card are blocked. Their service is becoming very by the day .