Clueless bank

Still cannot open a savings account for my mum after a month. FICA department continues to insist on a passport or driving license from her when she doesn't have one. Her ID was submitted numerous times via the app and email. Call centre is clueless. Spoke to a manager Daphne whom I cannot get ahold of as the call centre staff are clueless. She promised to sort the matter out once and for all yesterday and I haven't recieved feedback from her as yet. Stay far away from this bank. It's such a pain trying to open a savings account, I don't want to imagine or put myself through the stress of a cheque or credit card!