Unacceptable service undermining people's rights

Appalling service from your Nkomo village mall branch. So dissapointed. My helper went to your Nkomo village mall branch to ask to get access to funds in her account which she was advised late July that it was blocked pending a new work permit (Lesotho resident). I told her to go and ask to get the funds as it's all she has and I also gave her the proof of payment. She spoke to the manager who told her to queue and that she would be assisted but was turned back by the consultant claiming the manager was wrong. What is the correct process or does the bank mean they have a right to keep client's money's?