ABSA Blunder Failing An Elderly Loyal Client

I am writing this review on behalf of my 74 year old mom, she is unable to access any of her funds due to a mistake that ABSA made which they are unwilling to admit to. She app**** for debt review in November 2021, with a debt counselor and within a day decided to cancel the process with the debt counselor, the necessary rejection /cancelation letter was emailed to Absa debt review department in time for Absa to cancel, however, instead of acknowledging receipt of the cancelation letter from the debt counselor like FNB did resulting in FNB not proceeding with the debt review process at all , Absa opted to ignore the cancelation letter and the following day, post receiving the cancelation letter from the debt counselor went ahead and declared that my mom was under debt review when she in actual fact wasn't. To date she can't access her funds from her home loan because she is told by ABSA that she must provide a rescission order by enlisting the services of a lawyer . How in the world does a 74 year old lady enlist services of a lawyer to rectify the incompetence of a financial institution, that has caused her so much stress by not being able to access her funds from the same *********** financial institution. It's truly disappointing given the length of time my mom has been banking with Absa.