Complete disinterest in client needs.

On Friday 4th December I queried an entry on my Master card by telephone. at about 13H37. The agent promised to come back to me within an hour and put a block on my account the interim. He did not come back to me. On Monday I called and told the agent I am happy with the transaction. I was told the block is lifted I tested by doing an EFT from my current account which sailed through. When buying something later my credit card was still blocked! I phoned again to be told that I got security question wrong and now all is blocked pending a visit to a branch. The only branch near me has a queue of 20 people outside!!! I am 79 years old and simply cannot physically stand in a queue! Beside myself in anger! Will now have to borrow money until I can muster up the strength. Perhaps if I change bank they may help me?