Disappointed by lack of information

Hi there. Mum currently in rehab facility receiving physio after major operation. However without any prior notice it was brought to our attention now that funds have been depleted. Think this is so wrong and unprofessional as no prior notification was provided so necessary arrangements could br made. Called in to ask to extend this just so arrangements can be made and find out why was she not told in advance and no proper reason was provided on her file or from case manager. She is pensioner and cannot afford extra cost. This is sad and unprofessional. Also going to speak to ombudsman. Bonita should give their customers prior notice especially when it comes to funds