Cathay Bank review: Physically requiring a person to go to the bank to handle a matured cd

My 90 + year old mother has a CD which will mature on August 31, 2020. I have called the branch/customer service/etc and filed two complaints to find out why she is required to physically go to the branch office to close out the matured CD. We are in a middle of a pandemic. I would have to take off from work in which I am an essential employee and I do not live in SF in order to take my mother to the bank. There is no way that she can take public transportation. I have informed the bank that all she wants to do is put the matured CD funds into her check account with you. She has been a loyal customer with Far East and when merged together staying as a customer because of the services she was receiving which is definitely not the case at this time. Her checking acct has two auto deposits every month.