FNB taking advantage of pensioners!

My 78 year old aunt is a pensioner and has been pushed from 1 place to the next and still has not got back her R3k that is confirmed to be sitting in a suspense account at FNB. No one replies to emails and you cannot get hold of the so called private banker!! In the meantime we have all spent loads of money holding on for call centers. She goes to the bank and they wont let her wait on a chair for her chance and is expected to stand in a long queue - so she gave up and went home. Over a year later and NO ONE will help. Are FNB just hoping she will give up so they can keep the money?? Disgusted by the total lack of service!!! This is a lot of money for her and she desperately needs it!