No consideration for the elderly, no customer service and lack of knowledge by staff

No customer service, no knowledge of products and no empathy for the elderly. My mother in law is 89 and shriveled with arthritis. Previously we were able to renew investments/roll them over by phoning the call centre. Recently the investment matured on a Saturday. When we phoned the call centre we were informed investments were not done on Saturdays and we needed to go to the branch (Centurion) to do so in person. When we got to the branch on Monday we sat in a queue for more than an hour before we were helped, although other persons who came in later were helped first. When we were assisted, the employee needed to ask the supervisor how to do things. What should have been a phone call ended up taking 2 and a quarter hour. Really Standard Bank, get your act together.