Direct Express complaint: Rude customer service

My mom is blind and her card got locked so we called to resolve the issue when the agent sent a one time verification pin to her phone so she handed me her phone so I could give them the pin number, so I read the pin number out loud to the lady and she snapped back and said who just blurted that out?! My mom said that it was her daughter and that she is blind and this hateful person quickly cut her off and said that I could have whispered it in her ear, but since I just blurted it out she was going to have to leave the account locked until my mom went through social security to verify who she was because her only id is expired and she’s on a fixed income and the only money she has is on that card. The woman continued to be very rude with my mom and I had enough and I raised my voice because she wouldn’t be quiet and let my mom speak and I said SHE’S BLIND LADY! She proceeded to say that because of that comment she was BANNING my mom’s account and hung up on her.