Regions consumer Bank Card Regions My 78 yr. old mother recieved a bill for 300$ from a bank card she did not ask for or receive. Birmingham Alabama

My 78 yr. old mother who is confined to a hospital bed on oxygen in her living room received a bill of 300$ from regions consumer bank card She did not request or see a card. We have called regions and they told us there is nothing they can do because the card number was used in her name. She has not paid the bill and they are charging her late charges and taking money from her checking account. Calls to the card company are computer generated and tell us a 2 hr. wait to speak to someone. What do we do?