Poor cutomer service

I have been assisting my mother with her Nedbank banking for the last 10 years. She is now 82 years old and lives in a frail care facility and I found out that her medical aid was not paid up. Long story short, on trying to verify the Nedbank statements, I found a notice on the banking app and it states, "We couldn't confirm your personal details Your profile contains some missing or inaccurate personal details" It asks for my mother to visit a branch and rectify this. Nobody has removed any information from her profile, so how can it have gone missing ? In the mean time the debit orders have not been paid and Nedbank has failed to notify me of this. Very poor customer service for long term clients.