No Service After Hours For A ****** Phone

My mother was admitted to hospital and unfortunately her cell phone was ******.I immediately on behalf of her phoned the customer care line to block her phone/sim. My first operator by the name of Elsie flat out told me my mom has to do this in person, so I explained to her this would be impossible at 22:00 at night, as her only form of communication was ******.I requested to speak to a manager,I now spoke to Samu.I again calmly explained,after which she took my mother's cellphone number.She came back saying that from their side they cannot assist me, the 'computer pops a flag saying something about *****', I immediately request to be transferred to someone that can assist me,where after she tells me no one can assist me and I can hold the line all night .Nobody could guarantee the banking information on the phone is save tonight and no one could block the phone,because the computer pop-up,blocks action and no technical team works at night.I held the line for an hour when 'Jeremise' came onboard telling me the same story and ended up being sarcastic and rude.She cut my line before my problem was resolved, which left the phone in the hands of ********* with free access all night!!!!