Bad service and ****

My mom visited Nongoma branch for something else but a consultant from the bank gave her a sim card she never asked for it and everymonth R105 is bieng debited from her account for this sim card, I phoned FNB they said my mom is the one who need to call them. I told her to do her branch because she is very old she is 76 years old she went there with my brother and they were told that my mom must phone their customer care number they refused to phone for while she is there in a branch and the money is going every month and she is not using that sim card.