Terrible customer service from Giyani branch and credit card drpartments

My mom is a signatory together with 2 other ladies of a church account (business). The account had not been used for a long time but once in a while they would get messages indicating that money was withdrawn. They went to the Giyani branch on 05/01/2024 to report the matter, the person assisting them told her in private that she must just replace the money as the money was going to her credit card account. She and my sister have been sending emails to FNB but not getting relevant answers. She has been making numerous more than an hour long calls to FNB to date she has not received an answer as to why a scheduled payment was created using the church account without the approval of the other 2 signatories. Ever since she started making calls on 05/01/2024 its only this Wednesday that they told her the scheduled payment was created at 18:33 in June 2020 by her. Her question is how could she have created the scheduled payment without authorization from other signatories furthermore, she can do basic things on the app but not scheduled payments. When she asks for statements to see how much money went from the church account to her credit card account the bank wants authorization from the other 2 ladies, why was authorization not required when she "created" the scheduled payment? And again they are saying the statements will cost R50 for every month from June 2020. This has really been stressing her out. When she goes to Giyani branch they are telling her she must just call credit cards department and has to explain the story over and over again to different people but not getting the relevant answer. I will put her details on additional information