Why not issue bank card?

My uncle is mentally disturbed, he had an account with Standard bank which I always made a deposit into for the deduction of his funeral plan policy on a monthly basis. Without notice, the account was closed and a new one had to be opened, in this matter as well there was no communication whatsoever. Today my uncle was accompanied by our **** to open a new account so that his policy does not lapse and that his account can be reactivated, after lots of ups and downs pertaining to obtaining the proper proof of address a new account was indeed opened for my uncle, and account number *** was issued but now this time around for some reason the consultant refused to issue a bank card for my uncle and said he'll just give the account number so that monthly deposits of the policy premium can be deposited. Who is he to decide what is going to happen with the account and how it is to be managed? the previous account had a bank card sp why not this new one? Now we must spend more money on transport back to the branch so as to obtain a bank card? Also they claim that his funeral policy has lapsed, how so if I only didn't pay for August as his bank account was closed? Need answers plz..