Unwillingness to assist

My mom went to FNB Tsakane mall and spoke to the manager the,asking for assistance as my dad has stage 4 cancer and is bed ridden,she went the with an affidavit and documents from the hospital so that they can help advise us in what to do regarding the personal loan he had with fnb,we are still paying it but usually there’s credit life that covers such unfortunate events but she was sent back,crying and told that she must get my dad in the car and bring him with the branch for authentication before they can assist him,I mean how is that even possible,my mom asked if they can’t send someone home to come see the situation,I mean they are married and there’s a lot of proof that she’s the wife,we are stuck now and not sure what to do because he can’t even transact on his account my mom has to do everything to take care of him and everything else,to cut the long story short we just looking for help on how to handle the whole situation ,we’ve spoken to Scorpion lawyers as well so that they can help us with the whole thing but if there is anyway that we can get help from your side please do contact us