No Service

Why is it that lately every time I go into a branch with a query of a request it is a painful, frustrating experience? My mother is currently in a 24 hour care facility with severe dementia. I have signing powers on all her accounts. Last year she was hospitalized and had a lot of medical expanses which depleted her savings. I have been subsidising all her monthly expenses up until now. She has a small fixed deposit with ABSA which matures in Jan 2018. I called the ABSA branch to find out of I they could release this money early to cover some of my mom's expenses. I was told that I should come in to have it done but that there would be a penalty (which I understand). After queuing for 45 minutes, I was told that the person could not assist (she also could not provide me with my tax certificate) and that I had to sit and wait for a consultant. After another 30 minutes I got to see the consultant. After explaining the situation to him again, I was told that the person who could authorise it was in a meeting and could I come back at 8 in the morning. I work full time and had to take time especially to get this done!!! He could not even tell me what the penalty would be!