Old debt

Reported an urgent matter at FNB Pretoria North branch early Tuesday morning and still haven't received any feedback. My mom moved her account to FNB in June and from her first salary paid into the account FNB took R2500.00 for credit card legal older than 15 years? How can this be right? Because of this we were unable to pay our house and is now behind getting fined per day. I explained to the person who eventually helped me after the manager shook me off that we do not have the money we are being fined now and need this sorted out immediately.