Unhelpful manager and bad customer service

My mother went absa fox and kruis branch to close late estate account and lost her phone whilst being assisted and informed the staff including the branch manager that they should check cctv because the person who was assisted after her took her phone as she left it on the consultant desk and she refused and said they have no right to Check the footage and to show my mother. Absa is allowing ********s to have their way inside their branches. They don't have ubuntu as they didn't care that my mother lost her phone in their branch. Please contact Modiegi her daughter as she doesn't have a phone yet