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Discriminating against vulnerable

I have finally got through to the online chat and explaining that my mum does not have a password or account with VM as she only has a PAYG sim. I have been told umpteen times that they can only help if she does. She doesn't though. This is one of the messages I was sent, which I find extremely rude. I was going round and round in circles and no one wants to help. 

Yes, I'll make it clear to you, if your mom fails to supply the password characters needed then we will proceed to further security questions, that's financial and general questions which we will take from the account details, surely she can answer these easy questions.

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