Call Centre treating Old People with no Respect

My mom is 84 and has had an account for years. Due to ***** on her account, her card has been blocked 13 days ago. We phoned the card division today at appr 13:45 to inquire HOW SHE WILL KNOW if her new card is ready and when, as we cannot do any internet transactions. She is hard of hearing following a ******* where AK47's were fired next to her. My mom had so much difficulty in hearing her that she was becoming very stressed and I asked the lady to please speak up, at which stage the lady raised her voice and said I am not allowed to assist her. My mom was so humiliated and burst into tears. I lost it and refused to speak to this lady any further. We are considering moving her account due to this!. Old people and people with fisabilitiea are treated in an appalling manner. We went to the branch at Castle Walk and there is no ramp for access. She walks with a crutch and with difficulty and it was painful to climb the curb. Unacceptible!