Pensioner can't access her account

My Mom, whom has Dementia has forgotten her password for her account. Her fingerprints can no longer be picked up due to her age. They sent her to Home Affairs (an ordeal at any age let alone when you are almost 80) to get her verified. No surprise Home Affairs could not pick up her fingerprints either. My Mom's pension is going to be paid into her account at the end of the month, she has to pay her rent and has no way to get to her own pension money. Come on African Bank, she came in to the branch with her ID, my brother was with her, with his ID to vouch for her. Could you really not see that the person on the ID is the same person in front of you. Do you have to inconvenience an elderly person with health issues? Can this be resolved please.