Poor Customer Service

My mother is disabled, so I had to apply for a bank account on-line. No, she cannot go to a branch at all, not even to the kitchen, she is completely bedridden. My issue now is that I still don't know where the card is, when I can collect, is the account activated, nothing, there is just no feedback. There was two ladies that assisted me, but they could only help up until a certain point. I need to register her for tax and for that to happen I need a bank account, without the tax number, she won't receive her pension monies. That was on 25 March 2015, it is 15 April today, surely they can track a card by now. It is sad how not so friendly your services are for disabled people!