Standard Bank Call Centre - No Afrikaans & No Return Call

A few weeks ago my elderly (in his eighties), infirm neighbour who is not fluent in English requested my assistance to phone Standard Bank as he needed some clarity on one of his accounts with them, the local branch in our village being closed for whatever reason. I phoned from his home phone and spoke to a gentleman who was sympathetic and said he would just need to confirm security details with my neighbour. When I asked him if he could speak/understand Afrikaans, he asked if he should rather get an Afrikaans speaking person to assist as he couldn't. I rep**** in the affirmative and was put on hold until the line went dead. I phoned again and this time a lady rep****. After explaining briefly what was required, she rather aggressively suggested that he download their app to his phone. Really? I told her this was not possible as he was in his eighties and did not possess a smart phone. So then she agreed to help . . . . Same story, she could not communicate in Afrikaans and said that she would get someone who could to call him back. She said he would receive the call as soon as I put the phone down. I waited with him for about an hour ...... Needless to say to date nobody has contacted him.