No assistance regarding issues with bank card, sassa grant.

I am writing this with sadness. My uncle who is a pensioner and has mental health struggles is unable to access his sassa grant pension. He is banking with Nedbank and we’ve been struggling to withdraw his pension since beginning of the month. Yesterday my mom, who is his sister went to branch in katlehong hlahatsi to be specific and wasn’t assisted because he did not carry his ID with him, i honestly don’t understand because we know use biometric identification. To top it off we can’t find his ID, his on medication that we can’t buy cause his money is held by Nedbank, he has no food and Nedbank doesn’t seem to care. What’s puzzling is the fact that when he checks his bank balance the money is there but can’t withdraw. I don’t know if this is how Nedbank treats our senior citizens? .