A Mexican bank has been accused of lacking sensitivity after insisting that a bed-bound 96-year-old woman be brought to a physical branch to confirm her identity in order to release her pension.

Photos and video clips of an elderly woman being transported to a BBVA (Banco Bilbao Vizcaya Argentaria) bank branch in Oaxaca, Mexico, on an ambulance stretcher have been going viral on Mexican social media and sparking outrage among the general public. 96-year-old Fidelia Vásquez Nuño cannot move due to her advanced age and various illnesses, but despite her son’s attempts to file the necessary paperwork with the bank to verify her identity, she had to be brought to a local branch to correct a glitch in her biometric registration that had prevented her from cashing her pension for six months.