No communication before freezing accounts.

My mother aged 83 who is blind for the last 20 years have been a customer for 60 years and myself for the last 40 years. In 2021 I was issued a card for my mother in order to take care of her needs and her account was linked to my account. Recently I tried to use this card and it kept saying "declined". Internet banking also did not work. I visited Pickering Street branch and did enquiries where I was told that the account was frozen due to FICA. According to them my mother app**** for a ID card in 2014 ( a lie she app**** in 2024) and never updated the FICA details as her green barcoded ID is no more valid identification. I did enquiries at Home Afairs and no ID card was issued yet as the sytem at home affairs went of on 2 of her visits and the application could not be captured meaning it is still a open application and no new ID was yet issued. How can Standard Bank say the ID on there records is not valid( because a new ID was issued) but Home Affairs never issued one. Now my mother aged 83 is unable to buy groceries, unable to draw money and I am unable to even transfer money via Internet banking. How do you expect my mother to live? Best of all there was no prior warning about this. Instead of going through this whole process to obtain a new ID I think its going to be easier to just say good bye to Standard Bank and open a account at another bank( myself and my mother) as this is totaly unacceptable. If she app**** for a ID in 2014 as they allege why in this world did the issue another card in 2021??