Haha, sometimes, I really do like sad- he's the milk of human kindness!
But yes, im afriad I too find it difficult to have sympathy for the situation they're in.
I fully understand that they might have been scared of internet banking, and totally confused by it, but surely to God they should've had the nounce to swallow a bit of pride and just ask for help before they got into this pickle? Is it worth losing your home to save a bit of face?
It also doesn't state why they also refused emergency accommodation either.