SBs inconsideration of elders!

My mums card was swalled bu the ATM on the 21st, and after a panick, she called the call center to replace. She advised it be sent to Montclair branch, and the imbecile on the other end chose the branch, but after a week she had called back to be told the branch was closed. They card was subsequently sitting at the couriers, and now they've sent it back. She has been advised it will be sent to another branch. Why don't you deliver to her??? This is a lot of effort for a 65 year old. Please call me with an explanation for this terrible service on ***. Advise details required beforehand, e.g. mums ID NR.