Poor internet banking Useless Banking App, Banking fees

What poor pathetic service. My mother has a Savings Account With ABSA on which I have full power of Attorney. Due to her being a SASSA Pensioner and having Dementia. The Account is a Prosperity Account and to the best of my knowledge she's not supposed to pay banking fees. Now every 2 or 3 months they suspend her access to the Banking App with the poor excuse of she's supposed to pay internet banking fees to use the Absa Banking App. Every time I have to call in wait 30min to get them to unlock it. Then they come with some other lame excuse even though the consultant I spoke to in November stated she's not supposed to pay for the internet banking service to use the absa banking app. Spoke to Terrence today was told no she has to pay. Is this how poor the service has become at ABSA. It's not my responsibility to train your staff or make sure the information they provide is correct. If this is how you as a bank wants to treat an state pensioner and force a woman with high risk to go to a branch each time then please contact me so I can make arrangements to move her account to Standard bank asap because you inconvenience your customers and you don't treat them well.