The Elderly - the forgotten clients of Standard Bank

I am writing on behalf of my dad. He is a world war II war veteran who lives in England (turned 90 years old in June). Who unfortunately is a loyal Standard Bank account holder. My dad retired to England in 2011. Last year his bank account stopped working at the ATM there. He needed a new one. So he called the call centre. (As you would for assistance). He explained who he was, gave his details. Only to be told - certainly sir - we can help, just go into your nearest branch.

His answer was, that he is 90 years old (he lives in a frail care facility). Living in England, advised that he could not travel because of covid-19 and his age, co-morbidities etc. - to which they responded. Yes we understand. But if you can go to your nearest branch with your ID, it will all be sorted out

Where is the nearest branch to Southampton? 6000 miles away i think.

Please can you help me to help him. Please can you make him feel reassured that he is not dealing with a bunch of *****s. Who cannot be bothered to hear what a person has to say, before they rabbit off what they have been taught.

The old people are the forgotten ones. You keep changing things. The elderly haven't been digitalised. Their handwriting isn't the same, their hands shake.

Please can you help my dad get a bank card. He can't come into the nearest branch unless there is one in Southampton. I live in Gauteng. Maybe I can assist.

He feels he no longer has a voice. He has been banking with you since 1972. Does loyalty count for nothing.