Mafia tendencies, bad business practice

Flexing their muscle by taking money from a customer with no care of how she would survive after they took more than R14k without any word to the customer. This has resulted in her being depressed. A customer that has been with them for over 25 years. The only mistake she made was trusting them by having her salary deposited into an account she has with them now they feel they have all the rights to break/flaw every act that has to do with finance like the NCA, FSCA etc. The act requires them to engage her and assist her reshape her financial strains. This is bad business practice. They act as if everything is automated there are no human beings involved. They should be returning the money & speak to their customer on finding each other than being like the mafia they now look to be. Redress needed urgently.