Absa Bank - Digital banking and biometrix.

My mom, 90years of age, still has a bank account. I do all her payments, etc. I tried to scan her face with biometrix this morning but did not succeed. I called the digital banking at Absa and explain to the lady. She insisted to talk to my mother and asked her a few security questions. She asked her postal address, I said to my mom give her the home address. My mom gave her the address. The lady said she failed the security questions as I told her what to say. We must go to an Absa Bank branch to sort this out. How do they expect a 90year old lady to answer questions in English (her first language is Afrikaans)! Surely she could asked some Afrikaans speaking person to assist my mother. No empathy with a 90year old lady! It sucks!!!