Capitec Bank incompetence

My mother's bank account was frozen recently... when she went to go and find out a way to resolve the situation she was asked to bring an affidavit... the second time she was told that her account got flagged because of money sent to her on her BIRTHDAY (by a few people) now mind you her birthday is in MARCH! and they only recently picked up this supposed error!.... why did it take capitec Bank people/system so long to pick it up?... And then the lady proceeded to tell my mother she needs to go find out her self who the person was and then still ask this person who apparently sent money as a birthday gift affidavits and proof of payment... how are they now expecting an old lady to remember what happened 5 months ago!!!!!!!!. How can she even look at Bank statements to find what happened with in inaccessible bank account!!!! And to make things even worse she gets sassa grants and is heavily relaint on her account to pay bills and food and we are now just a few days away from sassa grants pay dates. How is it even possible that capitec bank can't even help her in any way to resolve this matter???? Im deeply saddened that an old lady can't even be properly assisted and advised and even myself that had been with capitec bank for years has to see this happen... CAPITEC DO SOMETHING BETTER THEN JUST EXPECTING THE CLIENT TO DO YOUR WORK!!!! WHY WAS THE ACCOUNT FLAGGED???? WHY... WHEN SHE HAS DONE SO MANY THINGS ON HER APP IS IT NOW A PROBLEM? WHY WAIT 5 MONTHS TO DO THIS. WHY WASN'T THERE COMMUNICATION DONE BEFORE HAND TO RESOLVE THIS MATTER WITHOUT FREEZING THE ACCOUNT???? AND IF THERE WAS WHERE ARE THE RECEIPTS????