I need help with Absa Bank AIMS investments

I need help with Absa bank, my mother invested with them on investment called AIMS. She can’t read and she can’t even sign, she uses her thumb to do any transaction. I she withdrawn more two times already, the last transaction was on 2016 and she left some money for the studies of the last born. To cut the long story short they are declining to let her with the last money they are coming with the excuses of the address hence she’s using the same address she’s been using, the schools are opened already and classes started Monday but money is still with them. I’ve been communicating with one of their financial advisors but no help. She did the notice first week of January we don’t know what to, we ended up doing loans now for the registration of the child at the university. What can we do to solve this mess. Should I leave the details of the financial advisor here?