Elderly **************

Good day, My elderly mom lost her ID and bank card which she receives her old age pension in. This account she has with Standard bank. She recently was admitted to an old age home and needs her pension so we went to Standard bank to ask for assistance in replacing her card but since been given the run around I mean we keep explaining she can't be signed out this early and she is elderly but to no avail. According to their customer service there is way to dissolve this whereas they send out a consultant I just came back from a branch yet again where they told me it's high risk etc...but how can customer service be contradictory to say the branch itself. Are the policies of said institutions not supposed to be in alignment with each other and why do they not care for their elderly client base.