Standard bank treat their elderly like ****!

How does an 89 year old change her email with online banking? She doesnt. Because the bank wont allow it. Still waiting for the IT dept to "get back to me"! One week later. 2 weeks since she got her new phone the passwords and emails dont match. The bank says it's a "common".problem If it's such a common problem then resolve it!!!! Is it ok for elderly and disabled to stand in queue for an hour half outside half inside mall twice in a month!!!? Let's me hold on for IT dept inside branch for half.hour and assistant cant help?! Give reference number for IT dept to call us to resolve and we're still waiting. Disgusting bank.