CAPITEC Service NOT what is was!!!!

My mother has an account with CAPITEC Bank. Just before she went to Namibia we visited a branch in De Aar so that I could have full rights on her account. I have to transfer her pension to my FNB account so I can transfer it to an FNB account in Namibia. This is for her medication. She is visiting my Sister for a few months.

I tried to get into the account with a "token generator" and it said that the number was incorrect. I tried three times and it blocked the account. I went to the bank in De Aar and they said that I only have an extra card and I can do nothing to the account to correct it. The representative of CAPITEC that helped us did not give me authority on the account and now they say my mother must come to the branch to correct the problem. She called the help centre and they reset the account but the "Token Generator" still doesn't work. I went to the branch again and once more they said my mother must be there at the branch.

It is their problem that the "Token Generator" doesn't work. She is 83 and need her medication.