Stardard Bank's appalling attitude

They lack customer service and care. An 87 year old lady (my mother) stranded in Australia has been treated abominably by this couldn't care less bank. Bank charges of R300 per transaction (on a payment of R60 to a beneficiary a R300 bank charge??????). Finally we get a repatriation flight for my mum and the call center person was rude and obnoxious. This is the message I received from my sister in law who was trying to assist her: "We had such **** with her trying to pay for her flights as Standard Bank said her email address wasn’t linked to her account. We even phoned the call centre in SA and I lost my **** as he kept talking over me and when I said to him “So Mum has to stay in forever in Oz because she can’t pay her airfare” his answer was “Yes”. " HOW IS IT POSSIBLE for a response like that? To top it all my mum was unable to use her credit card to pay for her repatriation flight. I am going to the Bank Ombudsman, I am going to social media and I am also going to seek legal advice and sue Standard Bank for everything we can especially for emotional stress caused.