How can we hinder you?

The staff at this bank's Centurion branch are completely out of touch with the advertising - instead of "how can we help you", they seem to think it is "how can we hinder you, frustrate you and demonstrate the maximum in bureaucratic obfuscation." Of course that's a bit long for an ad. They suddenly decided that my 91 year old mother, short of money, may no longer transact on the account of my Dad's deceased estate, of which she is executor. They waited until we had cashed in an investment, so they could freeze the money. They claim that they made an error and she should not have been allowed to transact on the account over the last few years. No, she most open a new business account. Once this was open, she had to go to the branch urgently to get the new cheque book, or they would destroy it. It is like they are entertained by having an increasingly desperate nonagenerian running around. She can't have the money, though - no, first the Master of the High Court must confirm that the letter of executorship is genuine!