Disgusting service standard bank

Worst service received, if you are ever offer to take out a payment protection plan don't bother excepting it, My mother Olive R. Naidoo DOB: 590820 has been her credit card account for more than years. She had undergone surgery on the 1st of June due to an accident. Upon laying a claim she was advised that it was declined due to her not being permanently disabled. She has been harassed with calls everyday. After the third surgery, she has not been deemed disabled, 3 working days ago a letter from the surgeon was submitted to standard bank. They still have not acknowledged receipt of the letter, and have called 3 times within the last 25 minutes stating the same thing. Nobody has knowledge of the previous call. We advised them last week that she was in theater and the idiots still called back a few hours later. Is common sense not required for the jobs. Whats worse is that she cannot use her hands but is expected to answer the phone. Why pay for something for years if when you require to claim you are given the run around and harassed daily by individuals without medical knowledge or the ability to read. What must be done to have this sorted. We have asked for this to be escalated and yet this was never done.