Could not load a Edgars benificiary

I took my mother to the ABSA branch Faerie Glen in the Pick a Pay Hypermarket shopping center. She only had her Edgars account card with her and they could not load the benifficiary for her as they need the banking details of Edgars, which is a preloaded benifficiary with all the banks. It is absolutaly redicoulas that they could not load it. As me myself has work for different banks for 5 years, not ABSA, we could always load preloaded benifficiaries as a person only needs the account number or the reference number for it to be loaded. Even if ABSA is different I am sure there must have been a way to either look it up or access the details from their system. My mother was an account holder with ABSA for many many years, had one with Volkskas back in the day, and just for this small thing is moving to FNB. Small things do count in a competative market!