Frozen bank accounts

Since the 25th of January I send emails to the FNB CRS escalation department regarding an elder lady's bank accounts that has been frozen. This lady is a pensionar, she can't move, she is in bed. Het speech is also affected, therefore she can't phone them and she also can't go in to the bank.

I explained to them that this lady needs electricity and food in the house, though she can't user het accounts now.

Since then in every email send they suddenly need something else. First I need to fill in a self certification individual form, which I filled in, and had to resend it with a signature. Then they needed the copy of ID of the lady Mrs van Rooyen. Then they asked for the forms in another format. I've send it now a few times in pdf as well as word format. Though, still nothing happened an still frozen bank accounts.

I please need answers on this accounts as the lady needs her money.