Poor service and advice

My mother Nokwanda Ngqono went to Cofimvaba Fnb to link and make payment of R3000 to Capitec account and was told that they are busy and don't have time she must draw the money and go deposit at Capitec account.She then she had to go and wait in along queue and upon making the deposit money got stuck and now the money still not deposit because a dispute had to be opened. What consultant would advice and old woman of such mad what about the charges and risk of her walking around with cash