Knock-Knock, Where Are You B of A???

My 90-year old aunt needs to close one account and add her Trust to her other account. We made an appt at the Riverside CA branch last month and it was cancelled that morning due to "unforeseen circumstances". We are trying to book another appt in our area, and none of them have any availability. No one answers the phone at the branch offices, and the 800 customer service number has incredibly long wait times. I'm her POA, but she needs to be with me at the bank to give approval on things. But c'mon, she's 90 and can't just walk in and come back another day. WTH? How are we supposed to take care of business??