Transaction account blocked for no reason!

My mother has a fixed deposit account where interest gets paid monthly. We just opened an FNB account as we can transfer the interest to that account, but apparently when trying to do the EFT or even adding this FNB account as a beneficiary, her account has been blocked for no reason. It keeps showing a "Technical issue, please contact the branch" message. So we went to the Southdale branch to explain the issue. Apparently they can't verify her identity because her finger prints are too faded. They called the head office which was a total waste of time too. The best the consultant could do was email her branch manager with a copy of her ID doc and we just have to wait and see. I understand that security needs to be tight, but when my mom is sitting there with her ID document, and you still can't verify her identity to unlock her account (which shouldn't have been blocked in the first place), then something is very broken with your system.