Overstressed overtired pensioner

My mother of 78 has a problem with her fingerprint she was at home affairs which they gave her letter to confirm who she is and has no fingerprint at this time in her life. She opened an investment with African Bank Tokai Cape Town it has been now a couple of weeks already that this issue is not resolved that they confirmed she can't access her account to see the balance everytime it's escalated to the IT then the Head now the Ceo because there isn't a way to access her account what ******* I am sure this can be override by their IT. So imagine they say everytime they will call her in a couple of days it's been weeks now and still nothing.