Nedbank - Nedbank giving my mum the run aroung

My mum who is 74 years old opened an account at the Bluff branch. She went today to activate her banking app. They gave her the call center number to call and sent her home after waiting over an hour. My mum went home and called as instructed. When she reached a call center consultant they told her that she needs to be in the branch when she calls.

This is ridiculous, you mean to tell me that the consultant did not know this?

It is such an effort for her to go up and down as she is old and has problems with her knees.

This is unacceptable. Someone needs to call her at home and sort this out.

Very frustrated.

Please can I have feedback at the soonest.

Carino