Bad customer services

Capitec wanted a proof of address from my mother who is a pensioner(70 years old), but because her names on her account proof don't correspond with the ones on the her id, i had to step in as a declarer, i live in Pretoria and she in Johannesburg i opted to fax a copy of my id document to which they(Zanele) rejected saying it was not clear enough, i then spoke to the supervisor Zanele telephonically a day later trying to come up with a solution especially since her accounts were frozen leading to her stressing plus she has high blood pressure, she (Zanele the supervisor) then gave me an email address to which she rejected the coloured copy once more saying when she prints it, it was still not clear. My main problem is they(Capitec Bank) are making their problem (printer not printing clearly because the coloured copy was very clear on my side) my mother's problem who has high blood pressure, she went there about 5 times, worst was when they (Capitec employees) told her to give them(Capitec Bank) money so they can go to an internet cafe to print out a better copy of the id because their printers weren't clear enough.