During the peek of the pandemic - 82 year old MUST visit a BRANCH for an income tax statement????

My 82 year old father asked me to get hold of his income tax certificates from the bank, since the postoffice is not really working. I understand that it is not for my eyes and requested the certificates to be send to my mother's email. It can be password protected or whatever the banks fancy. My father is too afraid to leave his house in the mist of the pandemic, and since March he left the house only once - to see the doctor. The reply came back from capitec - for the client's protection he must personally visit the branch for the income tax certificate!!!! In the peek of the pandemic!!! Are these people living in this universe??