The bank with holds SASSA grant of an elderly woman without explanation

The bank needs to employ people who are willing to help customers and not tossing them around. My mom is a senior citizen who recieves SASSA grant. On 3rd October 2023 she recieved a bank notification that he Sassa pension is deposited in the account. When she went to withdraw the funds, she found nothing in the account. She went to Sassa to find out if there is anything problem from their side. They gave her the proof that her money was paid into her account and she must go to the bank. She called the customer care and they told her the account has the hold. She went to FNB branch in Reitz and they told her to provide ID and proof of adress as there is a KYC hold. all of that was provided and they updated on the system and said the money will automatically reflect in the account. The money was still not reflecting, We call customer care to ask about the release of the funds. They put us through from one department to another, no one was willing to help. Until we get to a department and they said we must go back to the branch and give the phone to one of the staff members, They told the staff member that the account is dormant they must fix that. The staff member went to the manager and came back saying that the manager says the account is not dormant. They called some number and it said that department is not working on Saturday my mom must come back on Monday. Then I explained to them that they need to help the old woman before we leave because she needs to travel +-20kms to get to the nearest FNB branch and she would not have money to return to the branch because she got a lift from me to travel to the branch. Today is the 10th of the month, the old woman is still stranded as the only source of income she relies on is withheld by FNB even when she had comp**** with everything they told her to. Can some just release her funds.