Lost card can't be replaced because of expired passport

My employee has lost his bank card. The bank can only help him if he produces a valid ID document. He is from Zimbabwe and has been waiting for a replacement for his expired passport since 2019. The receipt for the documentation is in Zimbabwe and he doesn't have access to it. He needs his money for life saving medical treatment, but Standard Bank doesn't seem to be able/willing to assist him to get access to his own money.