bad service

my mother she is 85 years old we have open an account for her bt me as her son ma responsible for her finaces am in jhb last week she requested me to send her some money to eat tried to withdraw the money but the massege got says must consult the branch went to the bank andwith her id and mind id but they could not help me phone call centre all agent could not help i want you to give me authority to my mom's account with immediate effect call her on *** to confirm that how can and old lady be starving while she got enough money on the bank how she gonna go to the bank if i am in jhb and she is itsoseng its 400 case before u get to town she dont own a car ppl to take her they will want 400 where will she get that money if cant withdraw money from her account to send her if you canrt help us we talking our service somewhere else your service really sucks