HLB review: call center; online banking account suspended

A counter HLB staff told my senior citizen parents that they cannot use the HLB passbook anymore for basic savings account and she encourage them to register an online banking account for monitoring their transaction records. I then took my parents to HLB branch to apply debit card and done the registration part too on 30th Aug 2018 around 12.30pm. First time login to online banking was good and HLB suspended my parents account on the same day. I call HLB call center on 30th August around 6.30 pm for the first time and a lady told me to call back the next day by telling me this might be the card is still new and the bank is protecting it. I called the 2nd time on 31st Aug 2018 around 10.30am, requested a mandarin speaking officer, a lady officer who dont speak mandarin answered my called and request to talk to the card holder who is my parents who dont understand English. She dont allowed me to talk as im not the card holder, the problem is my parents dont understand her questions in English. Fine, I understand the bank wanted to play safe, the lady said she will call me back within one hour, and again I requested a mandarin speaking officer and she said ok. I have the conversation recorded. noone call me back until today 2nd Sept 2018! I called back to the call center just now, 2nd Sept 2018 around 9pm, requested a mandarin speaking officer for further assistance and a male officer told me he cannot connect to the mandarin speaking officer, all I have to do is wait them to call me back! so hlb staffs can only tell their customers to wait and wait and wait?! HLB encourage paperless but their call center service is so terrible. my problem is not solved until today!