Lost salsa card, no transfer option given

My mother is a 61 year old, she went to uMbumbulu offices 3 times with a taught of getting a replacement card, she lost her card. They are not assisting her with getting the money for this month, instead they made her fill in banking forms since the system is changing. When I phone the head office they are referring her back to the offices that are not assisting her, one consultant had told her that she must just forget about her pension for this month, she won't ever get it. How is that possible, since the 3rd I've been phoning offices they keep on speaking different stories. I need clarity especially from uMbumbulu offices where she's been going sitting there all day and not getting any assistance