FNB CARD REPLACEMENT

My 83 years old mother lost her fnb card ,she went to Botlokwa Polokwane branch to make a new card. The manager of the branch told her that they wont provide her with a new card as she took a loan and her retirement funds must pay for the loan. My mother is a pensioner who receives her retirement small income monthly from Sanlam. She never app**** for nor consented to any loan from FNB, and no such transaction or agreement was ever signed by her. It is deeply troubling that a loan could be taken under her name without her knowledge or authorization, especially considering her age and financial circumstances. We urgently requested the following:

A detailed investigation into how this loan was granted without her consent. Copies of any documents or contracts allegedly signed by her. Immediate assistance in resolving this issue and reinstating her access to her funds by issuing a new bank card. It is unacceptable for a pensioner to be denied access to their source of income over a loan they never took. We trust that this matter will be treated with the seriousness and urgency it deserves. the email was sent on the 26th of June REF:*** Every time we make follow ups we receive auotomated machine response from Valencia York informing us about the power of attorney in order for them to start the investigations.Where were all these procedures when a *****ster took loan with a pensioners deatils????? Even Maponya Lerato - Regional Customer Service Manager failed to reply the email nor investigate the issue

FNB PLEASE PROVIDE US WITH ANSWERS AND PROVIDE MY MOTHER WITH HER CARD IN ORDER FOR HER TO ACCESS HER HARD EARNED RETIREMENT FUNDS