Charged R110 for expired card

My mom Nomsa Nonganga (Pensioner) went to FNB Kenako mall to change her bank card because her card was expired, she was charged R110 for card change, this is new to me, me and my son changed our cards free of charge, when she went back the lady that assisted her said 110 is for the new card, and she printed a bank statement without her consent which she will pay bank charges for, can someone fix this mom's mobile no is available on request. She's very unhappy with FNB.