Elderly needs assistance

Card was recently swollowed by an atm at the ballito junction mall. Sassa card belongs to my sick 77yr old mum who is in a wheelchair and also a cancer patient. Bank said they cannot assist, she must go to the post office. I contacted the post office and was advised that she needs an affidavit from saps and a letter from the sassa office. My mum does not even have the strength to move around. Is this how the elderly is treated, by a bank. I even wanted to move over, I am having a rethink, if an elderly is treated, in this manner