What happened to simple bank,

In now days most banks have moved to digital and more simple transformation banking,Iam very frustrated that my 74 years of age mother is being turned away at one of your branch, because he doesn't have her physical i.d with,so now tell me this person has a copy of her i.d ,she's there physically and Ur telling her to go make a temporary id with what money , because the money she has is in that account, really now what are the biometric verification process for if they cant help,Absa are you telling me if I get ****** now and don't have my id physically with me I won't get help ...I can mention banks where you only need your id number and you fingers for verification to access your bank, please do better ,so my 74 year old,sickly mother has to die first before she can access her money.she has a copy of her id ,she is physically in the branch but she can't get herself.... worse bank ever with a rude branch manager who is non sympathetic of clients a d the business we bring