money market

My aunt sent money last month and she lost the slip and the pin that was R1200 but she has the numbers on her phone, when she went there they requested ID copy and she sent it advised that they'll sent her SMS with the new pin but she told her she won't be able to come over hence she's working far from nyanga junction shoprite so they told her to send a child with her ID andhis ID aswell, today they went there but they told him to bring her along, i mean for how long they gonna go there and be told stories? Customer service is poor on nyanga junction cape Town. My aunt is old she can't travel there every time where is she going to get the taxi fare that she's using everytime. Shoprite superiors need to do something about the poor service and attitudes of their staff