different useless procedures

Good day

My brother in law has been trying to applying for his ID,He lost his mother 2004 , He doesn't know his father, he still has his birth certificate but home affairs cant help. He went to home affairs Pretoria, they said he must just come with anyone that he shares the same surname with, he returned with his elder brother but the story was changed, they told him, they cant assist. Centurion branch told him to bring his mothers ID no : which he didn't know, he had to go and enquire about the ID no : , when he returned they said they actually need full ID number to reprint the death certificate, the death certificate and his mothers ID is lost,the funeral parlor doesn't promise anything as it was long ago(2004). Alexandra branch , he was asked to fill in a form but til to date there was no answer. The only close elder family member who was assisting as well was the grandmother who unfortuantly passed away on July. time is passing and he is getting older , he is now 23 years without ID. what must we do? we using money here , going up and down without solution. His elder brother can assist but home affairs doesn't want.

Your assistance will be highly appreciated.

warm regards