Bad processes

I have a client who had a Fixed Deposit investment with FNB. When the fixed term came to an end, FNB reinvested the proceeds based on a notification that was allegedly sent to her app's message folder. She is 75 years old and has difficulty using technology. When she went to the bank to request the release of her funds, she was informed that, unfortunately, the funds had been reinvested. She was also told that she would need to pay a R33,000 penalty to access her funds. This situation is far from client-centric, especially for someone her age. It is incredibly unfair, and we would like this matter reviewed so that her funds can be refunded to her.