Release fo funds -Worst service ever

Absa is the worst Bank to do Business with, my mother went to Springs Branch(Gauteng)to be assisted with release of fund to pay the dealer outstanding amount. She was tuned down and told that she must go to Limpopo Giyani in order for funds to be released due to lot of ***** happening although her account is not flagged **********, she was not looking for cash on top of thst ,she need funds released and then to transfered to Dealer. I called Complaint Department where they took number and promised to call back,they called after some time and they said they can log Complaint case after 3 working days,what's the point of Complaint department that its not functional. All my mom want is service,why must she be sent to branch that its 500km to be serviced,who will pay traveling cost,worst service i have seen and the Branch manager of springs gave so bad service and one wonders of how other clients are treated,if she is to go to Limpopo,all we will do is close accounts and move to another Bank that can best service her.