No help

My mom has an account with ABSA. there is a company Naedo tracking that debits her account every month. she went into the bank to ask them who gave these people permission to debit her account. The person that was helping her refused to give her any information about the Naedo. when she asked to speak to the manager she was told that there is no manager at work. how can a bank not have a manager on duty? my mom ended up opening a new bank account just so these people don't debit her account anymore. is this customer service???