Disappointed by the service

On the 22nd of September 2022 my mum visited Adrian Bank at acornhoek mall to apply for a loan, which was approved as she was a client before, and however in 2013 she went to a company for Debt review and unfortunately it was a **** as the company that had agreed to take over and pay her debts did not do such, so on Friday an sms came through stating that she needs to submit a certificate that indicates that she is no longer under debt review, she then said the company has closed down because it was a **** and also that the owner has sadly passed away, to my surprise I went with her to the same branch to hand in the 17.4 withdrawal form that indicates that she stopped that company and started paying her debts herself as she had a loan with African bank that she paid it well and finished it in 2016, however the consultants were so rude that when we requested that they call the head office to explain that my mum cannot obtain the withdrawal certificate they told us that there is nothing they can do, they said we should call Africa bank head office ourselves as they are not allowed, what makes mad about this whole thing is that my mum has submitted the proof that shows that she is not under debt review and she had a loan with African bank before, and I believe that this new application wouldn't be. Approved If she was still under debt review which she is not, there is no TCF here and even the call centre didn't help with anything after I explained that she my mother will not be able to get the required certificate because the company has been closed and the owner has passed on I would understand if she didn't even have the 17.4 form, African van has proven to be difficult and not care about the clients and how they Conduct their business