Poor Customer Service for the Elderly

My elderly (retired) parents went to Standard Bank The Glen last week to FICA their accounts as they received an SMS from Standard Bank to do so otherwise, their accounts would be blocked. Firstly, after filling in all the necessary paperwork and handing in all relevant documentation, my father was asked for his payslip. Seriously...HE IS RETIRED-HE DOES NOT EARN A SALARY FROM A COMPANY - HE DRAWS A PENSION!!!!! Secondly, my father has since received another SMS this week from Standard Bank advising him that from the 1st June, his accounts would be blocked if he does not come into the branch to FICA his accounts. Yesterday (29 May), my father tried to transact on his account only to discover that his accounts had already been blocked at least 3 days before the date stipulated by the bank in the SMS. I find this absolutely disgusting that the bank cannot complete the FICA process on my father's accounts, even though everything that was required of my parents was done. Now my elderly parents, who are struggling physically, have to make another trip to the bank to resolve this issue. It is disgraceful that institutions like this take such bad care of their customers, especially their elderly customers (who, by the way, have been banking with Standard Bank for 40 years).