Bad customer service

My mom is very disappointed,she went to Queenspark today to go and pay or buy,as she got to the pay point she was informed that her card is blocked. she was not informed that it would be blocked during lockdown,so she went and wasted her time. Queenspark phoned RCS and a African women answered,she asked my mother's info and asked her email also,my mom explained that she did not have a email previously but has one now,so my mom gave all her information,and was told she gave the wrong information. so the call was dropped,the manager called back. A consultant answered again and was told to hold on,she was put on hold for more then an hour! clearly there are people working in the offices that does not know about customer service and treat customers with no respect as they forget who pays there salaries, I hope this gets resolved.