FICA Blocked - but all info was submitted to Nedbank

My 96 year old mother, who is resident in the Netherlands, has a non-resident bank account to receive her monthly SA pension of under R2000.00pm I have PoA on the account and once a year I withdraw the available funds and give it to her. In August last year after I had visited with her, Nedbank were supp**** with certified copies of her ID Document (at 96 she does not have a passport - for obvious reasons!) and her bank account reflecting her residential address (which has not changed for over 10 years as she is in a retirement home). This was couriered to them from Nedbank George and was acknowledged by them. Two weeks ago I requested the funds be transferred to myself only to now be told that the account is FICA blocked because there is no copy of her passport. The gentleman who handles the daily workings of the account tells me he has motivated payment and passed it up the line but has not yet had a response - but the person up the line is always in meetings - I'm led to understand about matters similar to this - really???? How much money is it costing Nedbank in terms of man hours to authorise an EFT for under R20 000????? When the account shouldn't in fact be FICA blocked anyway? Or does a certified copy of her ID Card not count as identification???????? Then why do RSA ID cards count as identification? Goodness gracious, for an entity the size of Nedbank, this sure leaves a bitter taste in the mouth!