Ongoing bad customer service in South Africa

My 87 year old mother spent almost five hours at the bank trying to sort out her mobile banking app which would not take her user name a password, the consultant was supposed to get back to us for an update as the issue was not resolved. I called this morning to make an appointment so that she would not have to go through the same ordeal again and after waiting far to long for the call to be answered I was eventually told she is now on leave and I was made the offer to speak to another consultant which also took far to long at the cost of my airtime. It is absolutely impossible to get anything done with these large corporate companies these days, there is virtually no way to speak to a consultant on the phone, I called the Knysna branch to try and make arrangements but there is no such thing, you only go through to the CALL CENTRE like every other business in South Africa these days, client service does not exist anymore