Poor poor poor service across the board!!!!!!

My grandmother's account is on hold due to fingerprints that can't be verified....we have been sent from pillar to post we even took our grandmother to 2 kiosks obviously at different branches just to get a card that even didn't help as the account is still frozen. After all these troubles we were told today that we have to take her to home affairs to get a Hanis report.Tyme bank has really frustrated us all we want is access to her funds as she is dependent on her grant