ABSA - Client dissatisfaction

My mother Elizabeth Zodwa Daniels, an Absa client for more than 25 years she was even receiving her salary and 13th cheque from the same account. My mother then filled in forms from GEPF (pension employment fund) six months prior her retirement in April 2020, the disturbing part is that under no circumstance did ABSA speak about discrepancies or errors in the Z894 or BAS form. My mother has yet to receive her payout because ABSA keeps sending my mother's money back to GEPF. We have gone to ABSA in Nigel to seek assistance the first they told us is that it's not their fault,we called customer care they acknowledge that money did reflect but it was sent back. Absa has failed to even give us a solution its 8 months now my mother has even had her medical aid terminated because she doesn't have money yet shes in her 60s. The level of incompetence and ignorance is very appalling. We are disappointed to the highest degree.