Until you've been there, I don't think you can fully understand the extreme difficulty modern day customer systems place on our elderly people.
Call centres, not branches, multi-menu systems when you are hard of hearing, advice to use their website or email when you don't own a computer and have no idea how to use one, you talk to a different person every time you ring, diverse accents exacerbate your hearing difficulties, the operator has had zero training in the difficulties elderly people face. Every time the call is transferred, the entire range of security questions is asked again.
I have been on one of these calls, as a support, where there was suspected fraud (thankfully stopped) with an elderly family member and could have wept for the way they were treated.
Call centres, not branches, multi-menu systems when you are hard of hearing, advice to use their website or email when you don't own a computer and have no idea how to use one, you talk to a different person every time you ring, diverse accents exacerbate your hearing difficulties, the operator has had zero training in the difficulties elderly people face. Every time the call is transferred, the entire range of security questions is asked again.
I have been on one of these calls, as a support, where there was suspected fraud (thankfully stopped) with an elderly family member and could have wept for the way they were treated.