Shocking staff and shocking system - elderly just ignored.

I visited Standard Bank Vincent Park Branch in East London last week with my Mother. We lost my brother on the 31st August suddenly and was looking for help. My Mom banks with Standard Bank and is 75 years old. We needed proof of her bank account and were referred to the ATM Machines - this is a lady who is struggling to walk but what the hell. We also needed to sort her Internet Banking out as my late brother used to manage her finances and we obviously cannot get into this. We were shown to sit next to another gentleman who was on the phone and told to wait for him to finish. I went to the ATM machines and the one I used did not have paper. Thank goodness at least the Security person told me which machine to use that had paper - he was of far more help than your staff. We waited for the man to finish about 15 minutes and then phoned Internet Banking. Waited another 10 minutes but my Mom is old and could not wait so we left. Your staff just ignored us totally. My Mom stays out of town and I cannot bring her in again. I need someone to contact me in order to set this up. She is still in shock but received no sympathy at all from your staff. Extremely disgusted!!!!!