Selling of Old Mutual shares

We are so frustrated and out of options, thus the reason for posting here out of desperation. My grandma urgently requires her share money to fund her frail care. Her mind is still clear, but she can't hear well and talks soft. We have been busy with this process of selling the shares for 3 months, first updating FICA etc.

My dad assisted her by sitting with her whilst phoning LinkMarket, but they couldn't hear her so the lady just said they must go to an Old Mutual branch. There they told my dad (who by the way has full power of attorney over her affairs and who also is a Commissioner of Oaths) they can't assist him.

We are being sent from one place to another without success. What is the problem? If they can't identify her, send a representative to her house, but what else can we do to URGENTLY sell the shares. Do what you need to do to adhere to your rules, but from our side, we've done everything you've asked us to do.