Help

I have a problem with Absa. My mother is 94 and for long time with Absa. I asked them to help her it's a problem for her to go to the bank. If we draw money she receives a sms but when someone paid money into her account no sms in her phone. They want her to go to the bank but I explained to them it's difficult for her to go and it was always correct. But they want her to go in I can't understand why if they care about elderly can't they do it online for her