Issuing of materals to third party

My mother opened an account at cash build where she used to save money in the account for building material for the house she is currently building now. she had 7000 that she saved on the account. A person just came and took building material for up to 11 000 on more than 3 occasions and the shop just gave him the materials without the consent from the account holder, even when he came for the 2nd and 3rd time. Today they are saying that there is no way that they can assist the account holder, that is the answer i got from the manager.<br> <br> What kind of a shop does that and gives a reckless feedback to client. Worse part they know that person because they even told us that he is their regular customer.