Bad Service From FNB Bank

Today 04/11/20 I did a ewallet for my mother, she went to FNB in King William's Town to draw the funds, she was told that ewallet was offline n the consultant opened an account for her to draw the funds, while they were busy they asked her for a proof of address, she didn't have so they told her that she can't get the card and the money she must get proof of address.. She then called me after I spoke with her I called FNB call center to reverse the ewallet since she can't get the funds, I was told that they can't reverse bcoz the funds were transferred from ewallet to the account they open. What I don't understand is why was the account opened without the valid requirements? And they can't give her the money without proof of address... Call center referred me to King Brnch as they can't transfer back my money, I called n spoke with Enthia Klaasen manager who told me that it is their process to open an account for clients to get funds from ewallet, I told her that last month I did an ewallet for my sister n she got the funds without opening an account why now must my mother be forced to open an account, she said there nothing they can do if my mother want the money she must come back with proof of address. Enthia then called me later n changed the story now saying she spoke with the consultant Alton Grenade who told her that he opened the account bcoz he was unable to draw the funds from ewallet. So now they can't rervese the funds back to my account n they did not give my mother the money. Not even sure what to do now cz from the rural area my mom stays she needs to have R70 to go n come to town bcoz of the consultant who is ***********.