Heartland Bank and Trust Company

Been doing the banking here for my Mother for years now as she declined I took over for her. She has now since been moved to a facility three years ago. Never had an issue handling her banking till today. Took a check in to deposit to her account after one trip was informed was missing information. Went back a second trip and still no way to deposit the check. I left a second time unable to deposit a check to my Mother and my account. No reason just no. I would prefer to continue to use her bank for all these years zero issues till today. Sadly not even sure what is wrong with the check zero information was given to me. If there is an issue please let me know will close out all accounts and go else where do not want to be a bother. My Mother has Alzheimer's and has for 3 years have always had an easy simple process going to the bank to handle Moms affairs. I am her only POA and daughter. I would kindly ask if this is going to be an issue moving forward please let me know so we can make appropriate changes.