Bad service and ********** activities

Me and my mother went to Nedbank Paarl lady Grey street on the 6th of September to find out what her pocket savings account is standing on as the S/O goes off every month ,when assisted by 1 of the employees ,she was unable to see the account and said she needed to check on another system ,she wrote details down on a piece of paper and went to her team leader at the back of the office ,came out and said she needs to cancel the S/O without explaining what's happening ,when I questioned she said that she cant speak to me so I said please explain to my mom what's going on because you cant just come and say you must cancel something ,I than asked to speak to the team leader ,the team leader said that the money is going to a club account and are unable to refund the money from the bank side ,they need to wait for the club ,we will get feedback the next day. No one contacted us with feedback so we went to the bank again on the 9th of September ,spoke to the team leader and was advised they got the club and they will refund on the 10th or the 12th ,up until today still nothing ,got feedback today that the club will refund this saturday the 17th or Monday 19th ,the same story as last week ,the bank cant do anything without the clubs consent because the club can take them on was the words but the bank can change the account number of which the S/O needs to go too without my Mothers consent an elderly woman of 69 years old and she cant do anything. I told the lady that this is ***** ,she still has the nerve to say that it isn't ***** but it was done without consent...Can someone please assist?