Easy Pay the MOST difficult to get to payment from !

Please please can anyone help - we have taken an almost blind fellow who lives in a tin shack with his wife who has cancer - to every possible office related to his SASSA payments; he has not had his money for months. The money is apparently "stuck" at Grindrod bank and we have to get it via Easy Pay. The ATM says "not permitted" on the new card they gave him. This morning Kgomotso at Easy Pay tells me he has to phone himself - I must take a phone to him so she can speak to him - and he has to update his FICA ! ! ! ! ! ! ! Kgomotso didn't check whether his FICA is updated or not - she just used this excuse to get rid of me. I asked to speak to the supervisor Pumeza but she was not available "and would tell me the same thing". How can these people survive Winter with no money and NO ASSISTANCE ? ? ? ? ? Someone please help !