FNB *****S PPLS MONEY

Hello FNB, i need to understand how does a bank all of a sudden tell my mother that is over 60 that her money is no longer in her account. The money was sent back somewhere somewhere which we dont know. Who authorized that the money must be sent out. When she went to Sterkspruit branch at Eastern Cape she was advised that her money will take a month or 2 months and if she is lucky then it will take a week. Does the employees know or does this mean the bank actually ate the money telling her lie. What are you guys expecting her to eat????????????????? I need feedback from FNB my number is *** ***