Bad service

My mom had a Nedbank account and left Nedbank because overnight someone would send in money in take it out, that was about 4 years ago , to months back she went back to open a new account with them , the lady who opened the account did not say that her old account is still active, now last week on the 29/09/23 her account was suspended due to the old account expiring, when she got to the bank they told her it will be fixed by Monday the 02/10/23 , she went back to the bank on that day and they told her they have sent in everything they waiting for authorisation they didn’t tell her for how long she must wait, till today her account is still closed,imagine been paid but you can’t use your account all because someone didn’t do they job