Agents closing chats and refusing service

My mother cannot get her account FICA'd , your live chat team refuses to assist and closes's the chat on her without resolution and this is the second time. First Lerato T who refused to give us her surname or a reference number. The *** always respond saying something is missing, even when everything requested has been provided(I have screenshots). Nobody wants to take ownership in just sorting the issue out. She has money that she cannot withdraw, this is seriously shocking service towards an elderly lady.