FNB ***** on a Pensioner

I am disgusted and nauseated by the service that my elderly grandmother has suffered under the incompetence and exploitation from FNB. My grandmother is 80 years old today and had a Bond with the bank back in the day when she was working. At the age of 60 years she requested a settlement letter for the bond account as she was going on pension at the time. She received the letter and paid the full amount advised on the settlement letter. But she has been charged R2000 every month thereafter that she has tried to enquire how come as she is aware that the bond account is settled. The consultant assisting her at the time never issued a Title Deed for the bond as it had been paid up and she was never advised regarding the closing of the account and so she thought since its paid up, its been closed because nothing otherwise was said. For the past few years there has been much stonewalling from the bank regarding resolving this matter and in the meantime my grandmother has had her account deducted the amount of R2000 monthly. Even when a full account statement has been requested multiple times the Home loan department has promised to forward it via email but up until today there has been nothing. Its appalling how such a big bank cannot fix such an issue for a pensioner and now she needs to make regular trips to the Vryheid branch where she is directed to the phone without anyone taking it upon themselves to help resolve this. My grandmother is 80years old, how do you expect such an elderly person to deal with this to no avail. Its saddening and sickening really. I can only wonder how many people have suffered such ***** and deceit from FNB.