No respect for the elderly

I am really disappointed with ABSA and their employees. It seems they can never really assist you without first escalating. My dad has had this account number *** with ABSA for years and money was deposited to it recently and ABSA claims the account is closed. They asked my Dad to open another account *** as he could not use the other one anymore. Now the strange part is the bank accepted my dad's money and they say they can see it on the other account but they are holding it at ransom because the account is closed. Why can't they just move the money to the correct account as they can see it or send the money back to the sender.!!!