My grandmother’s aid robbed her and now we are locked out of her social security account

My grandmother is 96 years old and requires around the clock care. One of her aids stole a blank check from her and cashed a check for $1000.

My aunt in reaction to this locked my grandmother's bank account (we know she probably should have frozen just the checks). Because she is not a primary account holder, she cannot unlock the bank account and now does not have access to my grandmother's money or her social security checks to pay for her apartment or her care.

My aunt has decided to open a new bank account for her and needs to direct her social security payments to this new account.

However, we have had zero luck logging into SSA account. We took pictures of my grandmother's id and a selfie of her today but it said it was not able to be verified with the state.

Even though my grandmother is practically bed ridden, I tried to sign up for the in-person, post office visit to verify her id, i input my grandmother's state ID information there and that also wasn't able to be verified either. If we can't verify her id online and her id won't be accepted for an in-person office visit, which seems like an incredibly impossible tax given her disability, I am just not sure how we can get access to this.

Does anyone have experience getting an extremely elderly and disabled person access to this account?