Shocking service!

I am trying to assist my mom in accessing her retirement annuity. She has Parkinsons and therefore no longer uses email or a phone, she also now lines in retirement home and she doesn't know her address by heart. Their compliance process is not designed to assist old people - they won't deal with me but expect her to have an advanced grip on technology so they can "verify" her. It's gotten to the point where I feel they are being intentionally obstructive and the longer they can hold her cash and make this process as difficult as possible for her, the better for them. Shocking service and in no way designed to accommodate their target audience for a retirement annuity (the aged).