Unhappy Customer

My mom is a 73 year old pensioner. Her card has been blocked for Authentication purposes. When she called in to find out why her card is still blocked then was told she needs to send documentation for verification purposes. After she sent her documents to them she waited as per the business rules. She then called the customer service line and the lady said she can't use her old ID as it's no longer valid she first needs to get her a new ID as the system says she has a ID card. But mind you she app**** for a pep account with her green bar coded ID. So it's been 3 or 4 months now that her card has been blocked but she is paying her account every month.So what do why can't they assist her with her old ID as they signed her up with her old ID and it wasn't a problem then.