Absa poor treatment of the elderly

I’m writing this on behalf of a 80 year old pensioner, Absa has taken R5000 out of her fixed deposit account and she has logged a complaint with ***** department, she was not given time frames or any feedback, the service of the staff has been atrocious they have been condescending and treated her like she is stupid due to her being old, she keeps being sent from pillar to post not forgetting she is using public transport weekly to get updates from them she was told to go open a ******** case and wait, this from a bank she’s had for more than 30 years atterly poor service