Poor service and inconvenience

My mother went to deposit R3000 for her grand kids for flights to be booked at Capitec in Cofimvaba and asked for assistance and consultant refused to assist she ended up doing it herself of which money got stuck and she was not given any explanation after except just a reference was given to her. What must happen now because they told her that the investigation can take up to 7days all of this could have been avoided if elderly customer was prioritised and assisted promptly. flight prices can now escalate or be fully booked who will take accountability of all this