Investment department unreachable

My mother (80) uses a cheque card to withdraw money from the ATM. Since last month, the ATM withdrawals are suddenly and without explanation being made from her Depositor Plus account. We've checked - she does correctly state Cheque account when making her withdrawals.

I tried to contact your call centre - after 17 minutes (seriously?!) of waiting for my call to be answered, I finally spoke to a young man who (1) wasn't the least bit interested in finding out WHY this error is occurring (there is something wrong with your banking system - shouldn't this worry you?) and (2) couldn't wait to hand me over to the Investment department. However, my call was then cut off. When I tried to call your Investment department directly, my phone call was once again cut off after entering my mother's bank account number, despite the Authorisation request coming through to my cell phone number (I manage her accounts).

She's very distressed about this fault on ABSA's system, but it is difficult for her to get to a bank branch. Could someone please sort this out and give her a call? Thanks.