Difficulty to fica a 94 year old client.

I am having problems in getting my elderly mother fica'd. She is 94 years old and no longer mobile. I have a general power of attorney on all her accounts but this seems to be meaningless. She resides in Bellville Cape Town and I reside in Umhlanga Rocks KZN. My local branch said it would be ok to email her identity document and proof of residential address to ***. I did this and after 2 weeks they sent my mother an sms to say that an email to her was “Undelivered”. This is crazy as she has never had an email address or smart phone. There seems to be a reluctance on ABSA’s part to send a consultant from their Brakenfell branch to her home and help her with this matter. Please can you assist me with a way forward to help my mother. Much appreciated. ABSA call centres offered very little help in this matter. (Probably due to load shedding)