Absa turns blind eye to client who falls on site

I write on behalf of my 70yr old mother. My mother fell in the dedicated Absa parking area of the Gezina Branch. She fell over a blatantly unmarked obstacle on the tar area,of about 10cm high. She got hurt badly:broken rib,glasses broken,bruises &scars amongst others. Initially her only request to the branch manager,Mr Dreyer,was assistance with the direct costs. He appeared helpful at first,but this progressed to a point where she was told that she has no claim,will receive no assistance,she needs to come back with a lawyer,& they did not even give her an official ref no: as she requested. I am convinced that the personnel involved was trying to let this go away and they did not follow protocol in registering a claim/case and investigating it officially. Like my mother,I battled for weeks to get a claim form out of the bank with no success. I did manage to get a ref no from Action Line,but now nothing happens. Our only claim is her direct medical costs as she cannot afford this. We insist on an official investigation,a chance to discuss in detail what happened and a written answer. We expect better from Absa:you cannot merely tell a client to go away,without proper procedure.